Why are my emails not adding comments to open requests?

Kelle Foreman January 3, 2024

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

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Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 4, 2024

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

Email.png

 

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

Kelle Foreman January 4, 2024

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

Kelle

Rebekka Heilmann _viadee_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
January 4, 2024

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 January 4, 2024

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

Ufuk Fakioglu May 5, 2024

Hi @Rebekka Heilmann _viadee_ ,

I have been trying to get this to work for quite a while now. Although all settings seem to be right, this doesn't seem to work for me.

In my scenario, email channel is not enabled for my service project. Customers create requests via the portal. However I want them to be able to reply to jira notifications to add comments to their requests. But this is not working 🙁 

Any thoughts?

Many thanks,

Ufuk

Ufuk Fakioglu May 5, 2024

On another note, I don't want to enable customers to be able to create their own accounts but according to Atlassian documentation, it looks like this must be enabled for comments from emails to work.

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