Service Desk not adding comments to an existing issue via email request

Aleks December 12, 2018

Hi 

We have a urgent problem!

The Service Desk works so far. Most of our customers are sending email instead of using the portal. We configured a Mail Handler for creating issues "Creat a new issue or add a comment".

Most of the time it works. But not every time. We are loosing sometimes some responses from out customers!

1. If a customer writes an email, automatically a support request is created.

2. Jira or a service desk agent responds to the customers email

3. Afterwards, the customer responst to our answer. And these customer responsens doesen't arrive as a comment in our service desk

 

I checked the box of our e-mail accout. The mail disappers/is being deleted in the mail box. But in the "Processing log" of the "Mail audit log" for our mail account there is no entry. And there for no comment is updated to the issue.

 

I checked all the manuals, but someting doesn't work properly and I don't know how to fix it.

Best regards

Aleks

 

1 answer

0 votes
Aleks December 12, 2018

I may have found something.

I my Service Desk I configured an email channel. And there was also a Jira Mail handler. This redundancy may have caused the problem, that not from every email a comment was added.

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