Reply on email notification

Evert Morren Atlas Admin
Contributor
September 3, 2024

When a user creates an issue, he receives an notification. The user can send a reply on the notification, the reply is added as a comment to the issue. But if the user send a second reply on the notification it is not added to the issue. How can I solve this problem?

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Samuel Gatica _ServiceRocket_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 3, 2024

Hi @Evert Morren Atlas Admin 

I was unable to replicate the issue. I created a ticket and sent three replies using the notification email, all of which were successfully added to the ticket.

Can you please confirm the following:

- Are you responding to the same email as indicated in the notification?
- Does the subject line include the Ticket ID (e.g., XYZ-123)?

 

Best regards

Sam

Evert Morren Atlas Admin
Contributor
September 4, 2024

Hi Sam,

I have tested it again, sometimes it works, sometimes not. It seems something in our environment. First I will do some further investigation.

Thanks for your reply.

 

Evert Morren Atlas Admin
Contributor
September 5, 2024

Hi Sam, 

It seems to be an issue in our environment, after some changes now ok.

Reagrds,

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