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Welcome to the community!
The following diagram shows how Jira processes each incoming email message and determines how its content becomes a new issue or a comment on an existing issue:
There are several reasons why a ticket reply might show up in an email but not appear in the ticket itself in Jira Service Management (JSM). Here are some common causes:
1. Permission Issues:
Agent Permissions: If the person replying to the ticket does not have the necessary permissions (e.g., they aren't an agent on the project), their comments might be added to the ticket via email but not reflected in the Jira interface.
Project Permissions: Ensure that the user has the correct permissions to view and comment on tickets within the project.
2. Replying to a Notification Email:
Email Parsing Errors: If a user replies to a Jira notification email, and the email body contains special formatting, signatures, or attachments that Jira can't parse correctly, the comment might not be added to the ticket.
Stripped Content: Jira's email handler might strip certain content from emails, leading to a comment not being properly logged.
3. Email Handler Configuration:
Jira Mail Handler Settings: If the mail handler is misconfigured, it might process the email incorrectly, causing the comment to be sent via email without being added to the ticket.
Restricted Comments: In some configurations, Jira might be set up to only accept comments from certain domains or email addresses, causing replies from other addresses to be ignored on the ticket but still sent as notifications.
4. Internal vs. Public Comments:
Internal Comments: If a reply is categorized as an internal comment (often restricted to agents or specific roles), it might not be visible to all users, especially if they are viewing the ticket through the customer portal.
Notification Scheme: The notification might be sent based on the project's notification scheme, even if the comment isn't visible to all users in the UI.
Troubleshooting Steps:
- Check Email Logs: Look at the email logs in Jira to see if the email was processed correctly.
- Review Permissions: Verify that the user has the correct permissions to view and comment on the ticket.
- Test Email Handler: Test the email handler configuration to ensure it's set up properly.
- Review Notification Scheme: Check the project's notification scheme to understand who receives notifications and why.
- Internal Comments: Ensure the reply wasn’t added as an internal comment that’s not visible to customers.
Hope this helps!
Best regards
Sam
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