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Customer's response to ticket not ending up in Jira

Johanna Vehkanen January 25, 2023


we are using Jira Service Management so that customers email us and tickets get created. We do not use the portal. Sometimes we create the ticket and are the ones who send a message first.

Which settings are incorrect as this happens?

I add a customer via Customers > Add customers function, meaning, I add their email to the list of customers.

I then create a ticket, add this new person as the reporter and send them a message using Reply to customer.

When the customer replies, their reply does not end up in Jira as a comment in the issue.

Thank you,

2 answers

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Patricia Francezi
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January 25, 2023

HI @Johanna Vehkanen 

Customer notification are based on Request Types that must be associated so the customer will receive emails and also be able to check the request under the portal.

Without this, when customer sends an email without any issue key associated, this will cause a new ticket being opened. 

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Ashley Hudson
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January 25, 2023

Heya @Johanna Vehkanen ,

From what I understand, your customers are already added to the portal so it doesn't seem to be a user account issue. I'd suggest reviewing the project permissions for adding a comment to see if the  "Service desk customer - Portal Access" has been associated to that permission! 

I hope this helps and let me know if not! 

Kind Regards,

Ashley Hudson

Johanna Vehkanen January 25, 2023

Hi @Ashley Hudson 

Thanks for your reply. These are the permissions, they seem to be in order.


The problem does not seem to occur when a new customer emails us and is thus automatically added as a customer. It occurs when I add them manually.


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