i have defined in the project, that the email is firstname.lastname@example.org
1. when an user sends an email to this email address, a ticket is created
2. when an agents replies to this email, the email is sent to the customer and the reply email is correct.
3. when the customer then replies to that email, the comment is created in that ticket.
4. and now the problem is: when the agent replies the second time in this ticket, the email sender is email@example.com.
.. when the customer replies to this, nothing comes in our ticket system ...
can someone help to fix this?
i have a default configuration, did nothing special, just defined the email in projectsettings, thats all.
there is no log for emails that are sent to firstname.lastname@example.org
there is only a log for email@example.com, that i can find under Project settings/Channels/Email ... but the emails sent as reply to jira@ are not logged there.
i dont know what you mean by ... at top right ?
under Project settings/Request types/Email request
there is no possibility to set an email and there is no ... anywhere ?
I am able to replicate what you have said, but this is why or how it happened:
In response to the the three dot question see the screenshot below.
i looked into the email headers and found out that:
From: Michael Roth <firstname.lastname@example.org>
so here it looks okay - but! Reply goes to jira@ ... and the customer gets no notification, the agent gehts no notifications, the most important function does not work for us.
The Client is a Outlook 365 Web E-Mail.
I am posting a Screenshot.
Maybe you are not Site administrator, which is why you can't see three dots. I would suggest you disable the email and start again, but I don't think you can (if you can't see the three dots).
Maybe try and send a request from a GMAIL account and see if you can replicate the issue.
Do you now accept requests via Customer Portal as well?
I can't think of anything else for now. Sorry.
it works from office-desktop client but it just does not work from office 365 web client (newest office 365 available).
So i think, thats a Problem with microsoft but still it does not solve my problem.
Can we change the global mail adress from jira@... to support@ somehow??
That side of the things, I am not sure of.
The best thing to do is probably raise a request with Altassian, who will be able to advise you.
In Jira Settings there is a whole section on Email, servers, POP/SMTP etc, but it would be wrong for me to advise you to check there, when I don't know what changes here would mean to your whole setup.
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