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Replies via email to Jira Service Desk Tickets are not being added as comments of the issue

Mohamed Kassim May 7, 2020

I have configured a custom email address to a service desk project. While a ticket is getting created when a mail is received on this email id, any reply from customer to the same email sent from jira (as a confirmation of ticket creation)  is not being added as comments of the issue.

I tried editing the Project email address  to the configured email address, from Notification scheme, but got the below error message. Please advice how it can be done

Capture.PNG

1 answer

0 votes
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 8, 2020

Hello Mohamed,

Thank you for reaching out to Atlassian Community!

For a reply to be added as a comment on a ticket, the person who is replying must have permission on the ticket. For them to be able to comment on the ticket, the reporter or an agent must add them as a participant of the ticket. 

Related to the Project Email Address, it's possible to change, but it's necessary to verify the domain first.

For more details on how to change this email address, please check the documentation below:

Regards,
Angélica

anmuhammed June 3, 2020

Thanks for the reply @Angélica Luz 

Please note that I have tried both options mentioned in your comment - Adding the ticket creator as a Participant of the Project as well as Verifying the domain configured for custom email. Still facing same issue. Email replies to the custom email id configured to the Service desk project do not come as comments of the ticket. Please suggest how this can be solved

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 5, 2020

Thank you for testing. 

Can you check the email logs to confirm if there is an error?

Go to Cog icon > Products > Email requests > View log (for the affected address) > Processing log.

On this page, you can see everything that created a ticket or not and the ones that were a reply as well.

anmuhammed June 7, 2020

Hi @Angélica Luz 

Yes, there are errors in the log. Please suggest what to be done to resolve this issue?

error log.PNG

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 8, 2020

Thank you for the screenshot. 

This indeed can be related to the issue because the mail handler didn't work for a while and then it connected again.

Usually, this error is related to MFA or 2FA. If that's the case, please check our documentation and set up an app password.

Please, also check the tab "Processing log" that will show the emails from customers that failed to create a ticket. If it shows any error, please share the screenshot with us, just make sure to hide their email addresses.

anmuhammed June 8, 2020

Hi @Angélica Luz 

Thanks for the response.

Please note that custom email account is successfully added and domain is also verified. (dkim validation also done). Hence I am doubtful if it is any issue related to email account creation.

Please find below screenshot for Processing Log

As mentioned earlier, Issue is not in ticket creation. For every email received, there is a corresponding ticket being generated on the Service desk Project. But customer email replies are lost as it is not getting appended as comments in the Jira Ticket.

processing log.png

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 9, 2020

Thank you for sharing the screenshot. 

The processing log shows new tickets but also replies but it seems that the replies are not evening being received by Jira. If it would, the "Mail subject" column would show, for example, "Re: TEST-123 Sample ticket" informing that it was a reply for the ticket "Sample ticket" and containing the issue key.

Does anyone else have access to the email inbox? 

Jira reads all the emails on the inbox, so when the email is not being received by Jira, the most common cause is that someone else is reading the email before Jira does.

Please, make sure that the email is used exclusively for Jira, if possible, change the password, so anyone that has access through the browser or mobile is logged out and then we can confirm that only Jira is reading the emails.

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