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Service Desk email replies are not added as comments to issue

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December 19, 2022

We are currently on Jira Service Management 5.1.1. We are having a problem where a user will create an issue via email. A Jira user will respond from within Jira and the end user will receive the update on the issue. When the end user attempts to respond to that email, their email is not added as a comment, and it is not created as a new issue. Their reply email also does not show up in the Email requests processing log. This issue appears to be random, as sometimes the end user replies are added on as a comment.

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Fabio Racobaldo _Herzum_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2023

Hi  @Nate ,

as an admin, please take a look to the audit log section (

Hope this helps,


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