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Email Response to Jira Service Desk does not always add comment

Loan Hy
Loan Hy
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Apr 09, 2023

When a customer of a JIRA Service Desk sends an email to reply to a comment, it does not always add a comment to the ticket. It works in most cases but occasionally we will get one that goes missing. Almost once a week occurrence. Any recommendation on what to check and how to resolve?

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Rilwan Ahmed
Rilwan Ahmed
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Apr 09, 2023

Hi @Loan Hy ,

Welcome to the community !!

Atlassian doesn't recommend using a Jira mail handler for service desk projects. Make sure you have setup email channel as mentioned in https://confluence.atlassian.com/servicemanagementserver0422/receiving-requests-by-email-1142232373.html.

You can check atlassian-jira.log and atlassian-jira-incoming-mail.log for any errors in it. 

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