Customer replies to service desk notifications no longer create comments on the request

[Ufuk Fakioglu]

Our JSD on cloud used to add customer replies to notifications as comments to the request. However this stopped working with no obvious reason.

Is anyone experiencing the same issue?

[Daniel Ebers]

Hi @Ufuk Fakioglu

from your screenshot it looks like the Jira "Core" mailhandler is used - in case you are indeed using a Jira Service Management project there is a different approach using "email channels".

In case I interpreted the screenshots right and you are not yet using "email channels" it would be an idea to use this approach.

In case you want to have a look I will link the documentation:
https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

Regards,
Daniel

[Ufuk Fakioglu]

Thank you very much @Daniel Ebers 

Please note I don't want to use email to receive customer service desk requests. Therefore I don't use email as a channel for service desk projects.

I only want the basic Jira functionality, whereby an email sent to jira@pyksys.atlassian.net gets added as a comment to a Jira issue, whether Service Desk or Core or Software, if there is an issue key in the subject line.

This actually used to work until very recently. But stopped working for Service Desk projects for some reason. It still works for Core or Software projects.

[Daniel Ebers]

You could try to remove the existing mail handler (noting down the settings) and insert it again. However, the email channel can do for you exactly what you requested - but I also see your point when you say it worked in a proper way in the past.

[Ufuk Fakioglu]

Hi @Daniel Ebers ,

Apologies I could not respond earlier.

I tried removing the mail handler and adding it again. I can comment on any issue I want (service desk or other) when I send an email from my Jira user email address.

However when I send the email from my service desk customer email address, it doesn't work. It looks like comments from emails stopped working for service desk customers. All of a sudden...

Would you have any idea why I have two incoming mail servers:

Could this be related?

Many thanks,

Ufuk

[Daniel Ebers]

Perhaps - there could be a relation to the issues you are seeing.
Has this been an import of data from a difference instance (f.e. Jira Server) previously?

[Ufuk Fakioglu]

No. We have always used the Cloud. I raised a ticket with Atlassian. Let's see what they have to say.

[Ufuk Fakioglu]

Thank you very much for your response @Mohamed Adel 

Actually I did not change anything related to Incoming Mail Servers and here is how it looks at the moment:

Does anything look suspicious?

Many thanks,

Ufuk

[Mohamed Adel]

You are welcome @Ufuk Fakioglu  

are you sure then that you are replying from the same email and the reply doesn't create new request ? 

[Ufuk Fakioglu]

Yes, I make sure I reply from the same email and no, no new requests are created. Actually I started investigating after I noticed that no comments were created although a customer replied to notifications.

🙁

[Mohamed Adel]

The only problem i can see and make no sense that you have 2 incoming email server . other than that i see no problem 

[Ufuk Fakioglu]

Thanks a lot @Mohamed Adel Yes that made me suspicious too. I will raise this with Atlassian Support.

I also noticed the senderEmail in the mail handler - I don't know what this field does but can it be restricting senders except this email?

[Mohamed Adel]

Hi @Ufuk Fakioglu ,

senderEmail is the email that atlassian use to send emails to your site users . i don't think it has any problem in your case as this is a default setting. 

[Ufuk Fakioglu]

Thank you very much @Mohamed Adel 

I think I was able to narrow down (actually, back to the title of the post): As a company user, I can comment on issues via email. However, when a service desk customer replies, their emails do not turn into comments.

So email handling seems to work but for internal users only and not customers.

This used to work.

I checked the permissions and could not see anything wrong - customers have the permission to comment on issues. Also, as I said, this used to work.

Any clues?

[Mohamed Adel]

@Ufuk Fakiogluinteresting to reach this stage

are you sure your customer has comment permission in the relevant permission scheme

[Ufuk Fakioglu]

Yes dear:

[Mohamed Adel]

are you sure these customer account verified (they can login to portal) and are service project customer ?

[Ufuk Fakioglu]

Yes :( 

I also signed up on the portal using my personal email. Created a request and replied to the notification. But no comment was created. I tested many different scenarios.

[Mohamed Adel]

@Ufuk Fakioglu  

Did you change anything related to the Incoming Mail Servers 

[Ufuk Fakioglu]

Sorry I meant to reply but it looks like I created an answer below :)