Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Incoming comment emails not added to issue

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.

3 answers

1 accepted

0 votes
Answer accepted
Keri Atlassian Team Feb 01, 2019

Hi Phil, 

This is unusual, it sounds similar to 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 




After my last post I noticed that the mail handler was set in two different places in Jira - JSD and JS.  I think that was the problem, and I am watching how it goes.

0 votes
Keri Atlassian Team Sep 18, 2018

Hi Phil, 

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.


-----Original Message-----
From: support <>
Sent: Thursday, 31 January 2019 1:53 PM
To: Phil Wade <>
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 "".


An error was encountered whilst handling messages from the mail server "" 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


Also, check that all Automation Rules are correct. In my case, a transition rule was broken and the comment was not added, therefore. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you