Dear community, The customer creates a ticket by email. I would like that when the reply to him, this email is added as a comment in the ticket already created. I would like the customer to respond to my email, that it be added as a comment in the ticket.
This is how Jira Service Management works. Assuming both emailing parties are registered users with appropriate permissions to access a project, then replies to notifications will be converted into comments on the ticket.
Are you having problems getting this to work?
Ok, can you step through exactly what is happening.
When the customer emails the service desk, is an issue created? If so, when an Agent comments on the issue, does the customer receive a notification?
In both cases, have you check the email logs (Project settings > Email requests > View logs).
On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link. We've seen a number of questions already asking for...
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