Customer replying creates an email request instead of comment on existing Service Request.

[Khor Xiang Ping]

During my testing, I found that if I use the "Reply to Customer" function on a service request, the customer will receive an email. The customer can then reply, and this will create a Comment under the Service Request created. 

However, when i switched to a different Jira Service Management site, the clients' replies create email requests, instead of adding Comments under the created Service Request. 

May I know how to resolve this please?

[Dan Breyen]

Check out this article from Atlassian on the subject. The JSM Mail Handler creates new tickets instead of adding comments to existing tickets due to invalid field context configuration | Jira | Atlassian Documentation

[Brant Schroeder]

@Khor Xiang Ping On the service management site having issues is this happening to all users?  Have you tried creating a customer account and testing?  This is usually seen when the customer is not replying to the actual email that they received. 

I would suggest testing yourself and reviewing the setup:

• https://support.atlassian.com/jira-service-management-cloud/docs/how-does-jira-service-management-process-email-requests/    
• https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ 

One additional question, do you have any apps installed?

[Dan Breyen]

Have the reply emails been altered in the one that isn't adding comments?  I believe if the outbound emails that you are sending don't have issue information in them, then JSM doesn't know that they go with a particular issue.

I would compare the email templates.