Why a comment written in a mail doen't appear in the issue ?

[Valerie Zoltobroda]

Good morning,

I am trying to understand why a comment written from Outlook email does not appear in the issue that the user created on the portal.

It's ok when she enters the comment in the ticket.

Thanks for your ideas  !

Valerie

[Trudy Claspill]

Hello @Valerie Zoltobroda 

Is the user replying to an email notification about the issue, sent from Jira?

[Valerie Zoltobroda]

Yes, she did !! and I checked that the ticket number is in the subject of the email

[Trudy Claspill]

Did you check the email audit log for the project to see if there is information there about the processing of the user's email?

Go to Project Settings > Channels & Self-Service > Email. You should find a View Logs link in the Incoming Email Logs column.

[Valerie Zoltobroda]

There is nothing. Maybe it was because the type of request sent by email was not active. I activated it and I will check tomorrow if it is better this way! I will tell you, but already, thank you for your help

[Trudy Claspill]

Hello @Valerie Zoltobroda 

Did activating the request type resolve your issue?

[Valerie Zoltobroda]

Good morning,
I think it's better. However, I have a question: is it necessary that the ticket type of the request sent by email must be identical to the ticket type of the request made on the portal?

[Trudy Claspill]

I'm not sure I understand your last question. 

Your original post was about a request created through the portal, for which an email notification was sent at some later date, and to which the recipient replied.

How does tickets created via email vs. tickets created via the portal factor into this?

Another clarifying point that might help me - can you tell us if this is a Company Managed Service Management project or a Team Managed Service Management project?

[Valerie Zoltobroda]

Hello,
my request is:

the ticket type for emails (which was inactive and which I reactivated) is 'General request' while the ticket type for the initial request is 'Task'. Is this a problem that would prevent a comment sent by email from appearing on the original ticket?
My project is 'service management' managed by the company

[Trudy Claspill]

If the user is replying to a notification that they received from Atlassian, then I don't think there should be any impact to that process when the request type of that issue is different from the request type associated with issues created by emails.

I have not personally tested this. Nor have I tested the scenario where the request type associated with issues created via email has been disabled.

I actually don't see a method to disable a Request Type. Can you provide more information on how you did that?

[Valerie Zoltobroda]

Good evening and sorry for the delay in response. I think the problem is resolved. The email request type was inactive as follows: by modifying the ticket type system (to make the email ticket type identical to that of the requests). By reassigning it, and sending a first email, I found the log in the log and then everything worked fine. Thank you for your help and have a good rest of the day!