Jira service desk issues create new issue on reply to email

[Sven Antonissen]

Hi there,

We are having an issue where email replies are not automatically routed to the existing issue. We have checked to enable this using inbound email server configuration within the system settings. Secondly we also tried to configure it as an email request in the project settings.

[Angélica Luz]

Hello Sven,

Thank you for reaching out to Community!

When a customer replies to a ticket and it creates a new ticket instead of adding a comment on the existing one, it means that the customer who replied doesn’t have permission to comment on the ticket.

For example, if the reporter creates the ticket and forwards the notification to another person and this person replies to the notification since it was not previously added as a participant, it will create a new ticket.

Also, some customers may use a mail client with more than one account configured and instead of replying with the correct one, they reply using another email.

It’s important to check if whoever replies to the email has permission on the ticket and not only confirm the full name, but the email since it can happen as I mentioned above.

Regards,
Angélica

[Balazs_Belinszki]

@Angélica Luz , is it possible to enable tickets to be updated by email by anyone (even who are not participant)?

Update: I found this very old ticket: https://jira.atlassian.com/browse/JSDCLOUD-2373. I see that the same issue for Service Desk Server (https://jira.atlassian.com/browse/JSDSERVER-2373) was resolved in 2017.

[Angélica Luz]

Hello Balazs,

Welcome to Atlassian Community!

For someone to be able to add comments on a ticket, they must have permission on that ticket so before replying to a notification it's necessary to add them as a participant.

If someone replies to a notification and was not added to the ticket as a participant, it will create a new ticket instead of adding a comment.

Regards,
Angélica

[Julia _ 55 Degrees]

Thanks for this!

[Bentsion Berg]

@Angélica Luz - We are seeing this happen when the original reporter replies by email to their ticket - it is creating a new ticket even though they are listed as the creator on the original ticket. Do you have any ideas as to why and what would be the fix?

Thanks,

Ben

[Angélica Luz]

Hello @Bentsion Berg,

Thanks for reaching out to the Community!

I saw that you created a ticket with our support related to this issue and they are already helping you.

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica

[Bentsion Berg]

Hi Angélica Luz,

We are having another issue where a participant on a ticket replied to the ticket after it was moved to another project and it created a new ticket. Is that expected behaviour?

Thanks,

Ben

[Angélica Luz]

Hello @Bentsion Berg,

Thank you for reaching out to Atlassian Community!

If the ticket was moved to another project and the Request type wasn't filled or if the participant was not listed on the ticket, it means that they didn't have permission to comment on the ticket, so it was expected that a new ticket was created.

When moving a ticket to another project it's important that the Request type is set and that the customers have permission on the ticket, otherwise, customers won't receive notifications and won't be able to view the ticket in the portal.

You can create an automation rule to set the Request type when the ticket is moved to another project:

• Automatically set Customer Request Type When Issue is Moved or Created via Jira 

Regards,
Angélica