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?
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 email@example.com 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.
Hi @Daniel Ebers ,
Apologies I could not respond earlier.
I tried removing the mail handler and adding it again. I can comment on any issue I want (service desk or other) when I send an email from my Jira user email address.
However when I send the email from my service desk customer email address, it doesn't work. It looks like comments from emails stopped working for service desk customers. All of a sudden...
Would you have any idea why I have two incoming mail servers:
Could this be related?
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.
Hi Everyone, In this tutorial, we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached. SLA Threshold Trigger The SLA t...
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