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Why are my emails not adding comments to open requests?

Kelle Foreman

I am using Jira Service Management.

When a Request is entered and created, an email is sent from jira@vfisupport.atlassian.net, giving me the request number. When I respond to that email with questions or updates that I would like to be added as comments on the request, a new request is opened.

The same result if I forward an email from a client or coworker with additional info that should be added to the request and include the request number in the subject line, instead of a comment adding to the request, a new request is created.

Thank you for any help you can provide!

Kelle

Accepted answers

Rebekka Heilmann (viadee)

There is a global setting in your JSM Instance. You'll find it under Settings (Administration) > Products > Jira Service Management > Configuration

If that is set correctly, maybe this explanation helps you?: How the email request processor decides if an incoming email should be a new issue or a new comment in Jira Service Management | Jira | Atlassian Documentation

All comments

Rebekka Heilmann (viadee)

There is a global setting in your JSM Instance. You'll find it under Settings (Administration) > Products > Jira Service Management > Configuration

Kelle Foreman

Thank you! That was exactly my issue and after updating this setting, my emails are being added as comments!

Kelle

Rebekka Heilmann (viadee)

Perfect glad i could help.

Please accept my answer as "solution" so other community members know your question has been resolved and will find an answer in the thread, if they have the same issue

Kelle Foreman

Done! I wasn't aware to do that - thanks for letting me know!

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