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I have a service project JSM Cloud
when ever I share the ticket through share option to one of my user. he will receive the email with ticket details. That mail i will share(reply all) to 3rd party vendor who is clarify the issue. when he reply to that mail with any description or solution, that matter need to come as comments in Jira ticket.
Note - Here in the project the request type is email request. when ever their is email to project tickets will be create.
if you wish for any email to result in comments on an issue, then two things need to happen. First, the subject of the email needs to include the issue number. Second the individual sending the email needs to be listed as a customer unless the project is public.
can you tell me if you're actually having a problem or just curious how to make it work? If the former, please provide more details regarding my previous mentioned, requirements.
One thing you may wish to do is to add the customer as a request participant in the very beginning. Please note that the request participant will receive all external updates on the issue.