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Connection between external Microsoft Teams Users and Jira Service Management replies

Petra Hasler March 28, 2024

Hello everyone, 

recently, my team has stumbled upon the following issue: 

In Jira Service Management we have configured standard notification email-address for when a ticket is updated etc. so our customers are informed. Now some of them can apparently just answer to those emails they receive, but their answer does not appear in the ticket in Jira Service Management. With other users, however, when they reply to the email, a new comment is added to their ticket and therefore visible in JSM. 

Now my colleagues found a connection: those who can answer in a way that their reply also appears directly as a comment in the ticket, can also be found as external users in our Microsoft Teams. 

Now my questions to you are: 
- Is this a reasonable connection? Or is it just a coincidence?
- Have any of you had similar experiences?
- What could a possible solution be - either no direct answers to emails at all, or a configuration so that all answers are added as comments to the ticket. 

I am interested in your opinions and experiences! 

Thanks in advance and Happy Easter, 



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