I'm testing our JSD (Cloud).
Things I've done:
1) Added email@example.com as an email handler - and it's working
It's still not working the way I'd expect it to.
I'm not sure what you mean by JSW email channel?
REceiving a request by EMail works great from a customer. The customer can even comment on it through email w/o issue.
The issue i'm finding is when myself or someone else comments on the ticket through Email it creates a new issue and not a comment on the current one.
Sorry JSW is my shorthand for Jira Software. can you share what you have configured here...
project > project settings > email requests
this is where the email channel is setup for JSD projects NOT in the method you conveyed in the link - https://confluence.atlassian.com/adminjiraserver/configuring-jira-applications-to-receive-email-from-a-pop-or-imap-mail-server-938847645.html?_ga=2.154095608.1766971555.1559567063-1602363009.1550109608
I have a custom email address setup as:
firstname.lastname@example.org using IMAP_SECURE
Request Type : EMaild Request
This works. However whenever support gets an email, and I see it in outlook, i cannot reply to it w/o it creating a new ticket (even with the Ticket ID in the subject - see image on first post)
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