Jsm problem

[Pablo Marín]

I have a problem with a project I manage in JSM. I explain to you in case you can help me or if you know what may be the cause. I have a support project for a company that they use Basecamp to manage their teams, the problem is that when we create an incident do not do it directly from the portal, simply add our support address in their systems and we create the Ticket.

1. 1) The first problem is that when they comment in their Basecamp in the thread of that ticket they have created, a new ticket is generated in our systems (Jira). For us it is a problem because we are filled with new tickets that are actually replies to the main one and we have no way to merge them.
2. 2) The second problem and perhaps more important for us is that when we comment on that ticket that has been created in JIRA (through our Jira panel) they do not receive it in Basecamp, it is not reflected in their Basecamp thread. There is something that I am not understanding, maybe I can intuit that the messages that are sent in an automated way when we comment the incidents in Jira, maybe they should have some kind of structure so that Basecamp organizes them in the correct place and the same with Jira.

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Thanks for all the help you can give us. 

[Alex Koxaras _Relational_]

Hi @Pablo Marín 

About your first problem, this behavior seems quite normal. In order for Jira to add a comment to an existing issue, they jira key of that issue should exist on the email's subject. If it doesn't exists, then a new ticket will be raised.

About the second problem, you should verify that the reporter of the issue is the email belonging to basecamp. Jira will NOT send any email to any external user which is not a customer of the project.

Let me know if that helps.