no Comment gets put in jira Tickets when Customer Reply to a Jira Mail

Jannis Bär
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May 2, 2024

Hello Together,


A Customer that i manage the IT for uses Atlassian (on Premise not in the Cloud) and has Problems with Jira that When a user (from the Company) writes a Comment on a Ticket and the end Customer receive a Mail from the Comment that was beeing made on the ticket and the end Customer now Reply to that Mail the answer will not be put in Jira as a new Comment. 

What i tried to solve it:

i checked the Mail Configuration (under System>E-Mail>outbox) and saw that the Settings were directed to IONOS (1und1). The Customer has switched to Microsoft Exchange online and so i switched from IONOS to Microsoft (IONOS still the Provider). Now the described Problem above still occurs but atleast the End Customer does not get a undelivered Mail as bounceback (Mx Records showed to microsoft so i switched it to Microsoft). 



Do you have any Idea why there could be Problems with the Jira System in that way? when i test the Mail Connection it seems to work fine and is succesful. Are there Mailsettings i may miss? 






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