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When customers reply to a notification sent from the Service Desk portal (such as email@example.com) the replies are creating new tickets instead of adding as comments even though the issue key is in the subject line.
When customers reply to a notification sent from JIRA (such as firstname.lastname@example.org) the replies are correctly added as comments.
How can I configure replies to the portal to add as comments instead of creating new tickets?
Can I change the reply-to address for portal notifications to use email@example.com?
We currently do not have a mail handler configured, is this the problem?
Thanks for any help!
Service Desk 3.9
Portal setting: Anyone can email the service desk or raise a request in the portal
No mail handler configured
Figured out the issue, some customers did not have permission to comment on the issue in the project so a new issue was created instead. I resolved this by adding "Anyone" to the "Add Comments" permission for the projects and now all customers' replies are being added as comments.
Thanks for raising the issue @Alisha Garrett , that was really helpful!
However I am experiencing the same issue. A customer replied to an email notification sent from firstname.lastname@example.org and instead of adding the reply as a comment it created another Service Desk ticket.
I don't think it has something to do with permissions since the customer who replied to the email is the one that created the ticket in the first place.
Any ideas why is this happening?
I remember a setting somewhere that says that once the comment is closed you can turn of commenting or prevent the ticket from reopening. It's possible that when they respond to the resolved status it isn't allowing commenting and it's simply creating a new ticket instead.