How does a user comment on an issue?

[Richard Morgan]

When a user reponds to an issue, instead of a comment being added to the issue it creates a new issue. How can I get around this? I think it does it because when you reply to an issue's email the To address is set to the email that we use to submit tickets. How can a user interact within the body of the ticket?

[Jack Brickey]

The reply needs to be a reply to an email notification sent by the application. The subject needs to have the issue key.

for example ...

customer A sends email to the email channel defined for the project. JSD creates a ticket and responds to the customer. I fit customer replies to that notification then the body of that response will be a comment. Now if customer A initially copied say customer B on the initial email and customer B responds to the initial email then JSD will create two tickets.

[Richard Morgan]

They did reply to the notification email and it did not go into the comment and it did create a new issue.

[Jack Brickey]

was the ticket number in the subject of the email? is it possible that the individual modified the subject? have you looked at the email logs (project settings > email requests)?

[Richard Morgan]

Yes the tickets number was in the subject - RE: TICKET-61. No they did not modify the subject other than the system adding RE:. Yes I checked the email logs and the new email is in there. The original issue was not created using email; it was done using the Portal.

[Jack Brickey]

things I would try at this point:

1. try other users
2. try other projects

if this is repeatable for all users and projects I would reach out to Atlassian Support.