Add a comment with the entire email body not work

[Luu Van Hoang]

i tested successfully but no comments were added. user has permission to add comments.

thanks so much.

 

[Andy Heinzer · Accepted solution]

Service Desk should not use this kind of mail handler.  The screenshots you posted are specifically for Jira Core and Jira Software projects.   In order to use those, each user that sends mail to Jira has to be a licensed user.

However Jira Service Desk works differently.  Your customers in Service Desk are not licensed users in Jira.  They are unlicensed users, which is why you can have an unlimited number of users in those roles as per your license.  In turn your license for Service Desk only counts the number of users in the Agent role as consuming a license seat for that product.  As such users in the customer role don't have access to the main Jira site, nor will they have the application access needed to have their mail processed by that mail handler.

It might help for you to review the KB JIRA Service Desk Notification explanation, in order to understand how and why Service Desk incoming and outgoing messages are different.

Incoming Mail

1. JIRA ServiceDesk uses different incoming mail handler from the conventional JIRA mail handler
   1. JIRA ServiceDesk incoming mail handler (used by JIRA ServiceDesk customer)
   2. JIRA conventional incoming mail handler (used by JIRA Core/Software/ServiceDesk Agent)

I recommend following the steps in that first link in the quote to setup service desk to process messages from customers.

[Luu Van Hoang]

thanks.

i will try.

[Luu Van Hoang]

hi

i configured everything follow this link:

https://confluence.atlassian.com/servicedeskserver/receiving-requests-by-email-939926303.html

but when customer replies by email, no comment was added.

these are ok:

- agent receive email.

- customer receive email.

- customer can add comment

my log say this:

17-May-2018 13:18:43.764 WARNING [https-jsse-nio-443-exec-21] com.sun.jersey.spi.container.servlet.WebComponent.filterFormParameters A servlet request, to the URI https://mydomain.com/rest/issueNav/1/issueTable/stable, contains form parameters in the request body but the request body has been consumed by the servlet or a servlet filter accessing the request parameters. Only resource methods using @FormParam will work as expected. Resource methods consuming the request body by other means will not work as expected.

please help.

thanks

[Andy Heinzer]

I am afraid that log message is very common, but unrelated to this problem.   Since the other aspects seem to work, is this happening for just 1 customer? Or are multiple customers having this same problem?

With service desk, the user replying to the email is expected to do so from the same email address that Jira has on that issue under the reporter or the request participant field.   If the reply message does not come from an email address/user account in either of those fields, the comment won't be added.

I'd recommend trying to recreate this problem, and then go into the $JIRAHOME/log/atlassian-jira-incoming-mail.log

If the message is being rejected by Jira, then this log should have some more details about this happening and why.

[Luu Van Hoang]

thank for your help.

my comments were added.