Some incoming comment emails are not applied to issues. This started recently, perhaps after installing version 7.12.1. The examples I know of do have a valid code in the subject.
New issues are made from in coming emails. Emails are sent out mostly, but sometimes I see emails in Email Error Queue.
This is unusual, it sounds similar to https://jira.atlassian.com/browse/JSDSERVER-486 but this should be covered by the Service Desk incoming mail functionality.
What can cause intermittent issues is if the mail handler is set in two different places in Jira. Can you make sure that this email account is not also located under Incoming mail?
Was there anything logged under the processing log for the email address under: Administration > Applications > Email requests
Can you take a look at the processing log for the email address under: Administration > Applications > Email requests
Does this show any of the replies that you would have expected to be included?
Jira also would look at the sharing settings under: Project Settings > Customer Permissions Please see Managing access to your Service Desk for more details.
If the user who emails doesn't have a customer account, or the sharing settings are set not to share, then a comment wouldn't be added. If a customer has emailed back using a different email account, then Jira wouldn't recognize them as a participant on the ticket.
Let us know if you can see any entries in the processing log and whether the settings are configured to allow others to reply and we can provide some further suggestions.
I have not resolved this issue, it is so random. A user successfully emails a comment, then 5 min later their next email fails.
From: support <firstname.lastname@example.org>
Sent: Thursday, 31 January 2019 1:53 PM
To: Phil Wade <Phil.Wade@company.com>
Subject: [company Jira] EMAIL HANDLER: Error handling: 'RE: SUP-323 Soil component desc table primary soil'
This is an automated email from the issue creation service at "https://support.company.com".
An error was encountered whilst handling messages from the mail server "email@example.com" using the handler "class com.atlassian.jira.plugins.mail.handlers.CreateOrCommentHandler".
The error was:
"User 'customer name' does not have permission to comment on an issue in project '10004'.
The error and the email that caused the error are attached to this email.
If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:
This message was sent by Atlassian Jira
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