It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Email This Issue- Incoming email problem


I have no problem  for the outgoing emails in the Email this app - jira plugin.


Below is my problem

When i open a new ticket from my gmail ID, That means i am the reporter.

I assigned the ticket to myself, I use the Email this issue and in the sender ID of the mail i enter the email, and email send successfully to the customer. As i said outgoing SMTP has been configured very well. Now when the customer received the email and if he reply on the same email i dont receive any comments update or notification on the same ticket.  How ever if i am using the reporter, send the email from the app and put the same ID as the reporter, when i send the reply back i get the notification on the same ticket on the jira in the comments.


I am not sure if you guys understand what i am trying to say.


Please feel free to contact me for the answers. 



1 answer

Hello Bilal,

Have you configured incoming mail handler?? if so kindly re-check notification schemes.

Hi Raju,


Yes i have configured successfully the incoming mail handler, as i said when the reporter and sender email is same i am able to get the incoming mail. But when the reporter and sender email is different i am not able to get the incoming mails.

Please suggest me if you know on this status.

Thank you.

Hi Raju,


I have just managed to find the solution for this issue incoming mails from the different sender email i am able to receive, but now when the sender reply on the same email issue, it creates the new ticket in the JIRA. For example the previous ticket was MSD-81

Now it will be MSD-82, how we can manage to send the reply on the same ticket when the customer reply on the email.

I am sure i have to do something in the permission scheme but could not find exactly where to change these settings.


Please let me know on this final comment, if you know about the permission scheme how to set it accordingly.

Also, let me know, how do you setup email mail handler if the customer from the unknown email reply back it should come on the comment of the ticket, how do we do this?

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Portfolio for Jira

Program managers, we need your help! We want to learn about how you plan work for a team of teams

Hi community members, My name is Erika and I’m a product manager at Atlassian. We’re currently investigating how teams are planning work at the program level. We understand that every team in a tea...

145 views 0 5
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you