Our JSD on cloud used to add customer replies to notifications as comments to the request. However this stopped working with no obvious reason.
Is anyone experiencing the same issue?
Thank you very much @Mohamed Adel
I think I was able to narrow down (actually, back to the title of the post): As a company user, I can comment on issues via email. However, when a service desk customer replies, their emails do not turn into comments.
So email handling seems to work but for internal users only and not customers.
This used to work.
I checked the permissions and could not see anything wrong - customers have the permission to comment on issues. Also, as I said, this used to work.
from your screenshot it looks like the Jira "Core" mailhandler is used - in case you are indeed using a Jira Service Management project there is a different approach using "email channels".
In case I interpreted the screenshots right and you are not yet using "email channels" it would be an idea to use this approach.
In case you want to have a look I will link the documentation:
Thank you very much @Daniel Ebers
Please note I don't want to use email to receive customer service desk requests. Therefore I don't use email as a channel for service desk projects.
I only want the basic Jira functionality, whereby an email sent to firstname.lastname@example.org gets added as a comment to a Jira issue, whether Service Desk or Core or Software, if there is an issue key in the subject line.
This actually used to work until very recently. But stopped working for Service Desk projects for some reason. It still works for Core or Software projects.
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