Hi @Anja Bresemann
I understand that a user replied to a JSM request notification, but their reply did not appear as a comment to that request/issue. This most commonly happens because the user's email address, used to send their reply message, does not match the email addresses to which that request has been shared with.
With JSM, there is a default security so that not just anyone can view/reply to a request. By default, only the reporter that created the issue can view it. That user can also choose to share the request with an organization, or more commonly use a CC field in the email to share it to other users. This should then automatically add the users to the requested participants field for that request. JSM and Jira are only able to identify users in this context by the email address they use to send their message.
If that user received the original notification to a different email address, such as an inbox alias, or a distribution list, then having that user reply to the request doesn't necessarily have the expectation that their comment should be added to that request.
In some cases, if the service project settings allow new users, it might create a new request from that user instead.
I would try to check the request itself to see if you can determine the exact email address it was shared with. Also if you can review the user's response that wasn't added to the JSM request, checking the From value of that message might help to explain the behavior here.
Andy
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.