Incoming email not added as comment to issue by ETI mail handler

[Andrus Voolaine]

I am using Jira Service Desk 3.15.3 and Email This Issue 7.1.2 addon. Incoming mails are processed by Jira mail server (system > incoming mail ...) and Email This Issue Mail Handler. Problem is when customer replies to notification, comment is not added. At the same time under Emails section in the ticket I see, that customer has commented this issue by email. What can cause that comment is no added?

Cheers,

Andrus Voolaine

[Andrew · Accepted solution]

Hi

Could You please check permissions and log files 'incoming-mail...'. I have case when handler did changes as user, but user haven't permission.

B.R.

[Andrus Voolaine]

Customer has add comment permission. Atlassian-jira-incoming-mail.log contains just info record ".... mailhandler createAttachmentsForMessage called" .  It seems that yes, there should be some permission issue, because if I reply to email as administrator, comment is added. Thank for hint!

A.V.