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Client Respond to Forwarded Ticket Creation Email Creates New Request Instead of Comment Additon


In a stump here. The scenario is this:

Ticket 1001 is created and an email notification is sent to Client A01. When Client A01 replied to that notification, the reply becomes the comment under Ticket 1001.

But...When Client A01 forwarded the email notification to Client A02 requesting clarification, in which Client A02 replied back, instead of the reply becoming a comment under Ticket 1001, it created a new request instead.

The reply email still contain the initial ticket , Ticket 1001, issue.key.

What settings should I check to troubleshoot this? I've checked Notification scheme, but couldn't find what I can change to remediate this.

2 answers

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Dear Nor Liana,

if I understand you correctly you are using Jira Service Desk Cloud. I'm not so familiar with the cloud based JSD. In JSD Server there is a setting related to how e-mail replies of non-customers / external people are handled, specifically if these are turned into comments or not. In combination with an appropriate setting hot to handle customer creation in "to" and "cc" fields of an email the scenario you describe should work out fine.

Here is a screenshot from my JSD instance. As I said this is a JSD Server instance.


For JSD Cloud there are different mail handlers available as explained here. It is a lengthy article but worth a read.

Creating issues and comments from email 

There are custom email handlers which support custom mail handler options. As with JSD Server the settings for how replies are handled on the one hand and customers are created on the other hand have to match appropriately.

Hi tokcum,

Yes, it seems that feature is still in request Release "Public Email Comments" feature in JSD Cloud Environment .

Upon further investigation, it became a new request because Client A02 responded but he is not included as a Jira registered customer. 

The workaround I used is to disable respond to our email from external / unregistered addresses. Hence Client A01 would be our single point of contact, and email responses/updates from Client A01 will be the comments.

Like tokcum likes this

Thank you for pointing out this feature request. What a pity this is not implemented yet in JSD Cloud. I have voted for it.

Is the issue key in the Subject of the email? And is there something else in the subject that might be confusing the parser?

The mail processor also usually relies on specific headers in the email "In-reply-to" or "References" to match emails to issues. Its likely that the forwarding breaks the headers, which could then cause the process that maps the email to a ticket to fail.

Outlook is does this for example. If you reply to a mail, it add the headers correctly the first time. But if you then do another reply from the same exact email, then 2nd reply doesnt have the headers attached. If you have ever tried to use threaded conversation view in your mail client, and some messages dont show up in the thread, that may be why.

Hi Andrew,

Yup, the issue key is in the Subject of the email. I suspected it could be either these two:

1. Client A02 is not part of the permitted/ allowed permission to Add Comment.
2. Broken headers.

Currently trying the solution for number one: Solved:mail replies are creating new tickets instead of adding as comments . If it doesn't work, then need to deal with number 2.

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