Jira won't send mails with comments to non-interactive users who created tickets via a Mail Handler

Hi all, I've configured my <span>pop.gmail.com host, and mail handler as in the details below. The connection test was successful.

A non-interactive user is able to send a mail to the xxx adress and a ticket with its content is created in Jira. However, when an interactive user replies with a comment, no mail is sent to the user who created the ticket. What am I missing??

Thanks!!

The connection was successful.

Update POP / IMAP Mail Server

Use this page to update a POP / IMAP server for JIRA to retrieve mail from.
Name <input type="text" name="name" value="Integrations" size="30"/>
The name of this server within JIRA.
Description <input type="text" name="description" value="" size="60"/>
Protocol <select id="protocol_select" name="protocol"> <option value="pop3"> POP </option> <option selected="selected" value="pop3s"> SECURE_POP </option> <option value="imap"> IMAP </option> <option value="imaps"> SECURE_IMAP </option> </select>
Host Name <input type="text" name="serverName" value="pop.gmail.com"/>
The host name of your POP / IMAP server.
POP / IMAP Port <input type="text" name="port" value="995" size="5"/>
Optional - The port to use to retrieve mail from your POP / IMAP account. Leave blank for default. (defaults: POP - 110, SECURE_POP - 995, IMAP - 143, SECURE_IMAP - 993)
Timeout <input type="text" name="timeout" value="10000"/>
Timeout in milliseconds - 0 or negative values indicate infinite timeout. Leave blank for default (10000 ms).
Username <input type="text" name="username" value="integrations@tbxnet.com"/>
The username used to authenticate your POP / IMAP account.

Mail Handler

<form id="edit-mail-server-form" class="aui" style="margin: 0px; padding: 0px; position: relative;" action="https://toolboxdigital.atlassian.net/secure/admin/EditServerDetails.jspa" method="POST">
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="serviceName">NameRequired Field</label><input id="serviceName" class="text" style="color: #333333; font-family: inherit; font-size: inherit; border: 1px solid #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 4px 5px;" type="text" name="serviceName" value="Integration Mail Handler"/>
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="mailServer">Server</label><select id="mailServer" class="select" style="color: #333333; font-family: inherit; font-size: inherit; border-color: #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 6px 5px 5px;" name="mailServer"> <optgroup style="background-color: #f5f5f5; color: #707070;" label="POP3"> <option style="background-color: #ffffff; color: #333333;" value="10001">POP Mail Server</option> <option style="background-color: #ffffff; color: #333333;" selected="selected" value="10101">Integrations</option> <option style="background-color: #ffffff; color: #333333;" value="10100">Support</option> </optgroup> </select>
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="delay">Delay</label><input id="delay" class="text" style="color: #333333; font-family: inherit; font-size: inherit; border: 1px solid #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 4px 5px;" type="text" name="delay" value="1"/>
Delay between running time, in minutes.

<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="handler">Handler</label><select id="handler" class="select" style="color: #333333; font-family: inherit; font-size: inherit; border-color: #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 6px 5px 5px;" name="handler"> <option selected="selected" value="com.atlassian.jira.jira-mail-plugin:createOrCommentHandler">Create a new issue or add a comment to an existing issue</option> <option value="com.atlassian.jira.jira-mail-plugin:nonQuotedCommentHandler">Add a comment from the non quoted email body</option> <option value="com.atlassian.jira.jira-mail-plugin:fullCommentHandler">Add a comment with the entire email body</option> <option value="com.atlassian.jira.jira-mail-plugin:createIssueHandler">Create a new issue from each email message</option> <option value="com.atlassian.jira.jira-mail-plugin:regexCommentHandler">Add a comment before a specified marker or separator in the email body</option> <option value="com.atlassian.studio.theme.jira:studio-mail-handler">Studio Email Handler</option> </select>

<select id="project" class="select" style="color: #333333; font-family: inherit; font-size: inherit; border-color: #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 6px 5px 5px;" name="project"> <option value="AM">Auth Maintenance</option><option value="CS">Click Server</option><option value="DPII">DirectTV Play 2</option><option value="DP">Directv Play</option><option value="DPM">Directv Play Maintenance</option><option value="FEED">Feeds</option><option value="FSA">Fox Sports Asia</option><option value="MA">Mobile app</option><option value="MI">MSO Migrations & New Integrations</option><option value="SA">SmartTV app</option></select>
Default project where new issues are created.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="issuetype">Issue Type</label><select id="issuetype" class="select" style="color: #333333; font-family: inherit; font-size: inherit; border-color: #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 6px 5px 5px;" name="issuetype"> <option value="1">Bug</option><option value="2">New Feature</option><option value="3">Task</option><option value="4">Improvement</option><option value="5">Sub-task</option><option value="6">Epic</option><option value="7">Story</option><option value="8">Technical task</option></select>
Default type for new issues.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="stripquotes">Strip Quotes</label><input id="stripquotes" type="checkbox" name="stripquotes" value="true" checked="checked"/>
If checked quoted text is removed from comments.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="catchemail">Catch Email Address</label><input id="catchemail" class="text" style="color: #333333; font-family: inherit; font-size: inherit; border: 1px solid #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 4px 5px;" type="text" name="catchemail" value=""/>
If set, only emails having the specified recipient in fields To, Cc or Bcc will be processed.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="bulk">Bulk</label><select id="bulk" class="select" style="color: #333333; font-family: inherit; font-size: inherit; border-color: #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 6px 5px 5px;" name="bulk"> <option value="ignore">Ignore the email and do nothing</option><option value="forward">Forward the email</option><option value="delete">Delete the email permanently</option><option value="accept">Accept the email for processing</option></select>
Action that will be performed for emails with the 'Precedence: bulk' or emails with an 'Auto-Submitted' header that is not set to "no".
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="forwardEmail">Forward Email</label><input id="forwardEmail" class="text" style="color: #333333; font-family: inherit; font-size: inherit; border: 1px solid #cccccc; border-top-left-radius: 3.01px; border-top-right-radius: 3.01px; border-bottom-right-radius: 3.01px; border-bottom-left-radius: 3.01px; box-shadow: #cccccc 0px 1px 3px inset; margin: 0px; max-width: 250px; vertical-align: baseline; width: 250px; height: 2.1428571428571em; line-height: 1.4285714285714; padding: 4px 5px;" type="text" name="forwardEmail" value=""/>
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="createusers">Create Users</label><input id="createusers" type="checkbox" name="createusers" value="true"/>
If a message comes from an unrecognised address, create a new JIRA user with the user name and email address set to the 'From' address of the message.
The password for the new user is randomly generated, and an email is sent to the new user informing them about their new account in JIRA.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="reporterusername">Default Reporter</label>
<input id="reporterusername" type="text" name="reporterusername"/>
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="notifyusers">Notify Users</label><input id="notifyusers" type="checkbox" name="notifyusers" value="true" checked="checked"/>
If Create Users is set and Notify Users is checked new JIRA users will receive a notification that their account has been created via email.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="ccassignee">CC Assignee</label><input id="ccassignee" type="checkbox" name="ccassignee" value="true" checked="checked"/>
If selected, the first CC'ed user becomes the assignee.
<label style="color: #707070; float: left; margin-left: -145px; padding: 5px 0px 0px; position: relative; text-align: right; width: 130px; word-wrap: break-word;" for="ccwatcher">CC Watchers</label><input id="ccwatcher" type="checkbox" name="ccwatcher" value="true"/>
If selected, each CC'ed user will become a watcher of the created issue.

</form>

2 answers

Sorry tor the messy html scripts, I can't seem to paste it correctly

please see screenshots:

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