Replying to a service request from outlook creates a new item.

[Ryan Ternier]

I'm testing our JSD (Cloud).

• I send in an email from my personal email -> Task Created (Good)
• The email comes to our support account, but it doesn't have a JIRA # on it . I understand replying to this will create a new task because there's no ID.
• If our support replies to an email with the JSD ID in it from outlook, it will still create a new task rather than add a comment (See below)
• The system works as it should if all replies are done within JSD.

Things I've done:

1) Added support@domain.com as an email handler - and it's working

2) Implemented this link: https://confluence.atlassian.com/adminjiraserver/configuring-jira-applications-to-receive-email-from-a-pop-or-imap-mail-server-938847645.html

It's still not working the way I'd expect it to.

[Jack Brickey]

@Ryan Ternier , I think (?) you have set up the email using JSW email channel process and not the process for JSD. Please verify and let me know. 

[Ryan Ternier]

I'm not sure what you mean by JSW email channel? 

REceiving a request by EMail works great from a customer. The customer can even comment on it through email w/o issue.

The issue i'm finding is when myself or someone else comments on the ticket through  Email it creates a new issue and not a comment on the current one.

[Jack Brickey]

Sorry JSW is my shorthand for Jira Software. can you share what you have configured here...

project > project settings > email requests

this is where the email channel is setup for JSD projects NOT in the method you conveyed in the link - https://confluence.atlassian.com/adminjiraserver/configuring-jira-applications-to-receive-email-from-a-pop-or-imap-mail-server-938847645.html?_ga=2.154095608.1766971555.1559567063-1602363009.1550109608

[Ryan Ternier]

I have a custom email address setup as:

support@domain.com using IMAP_SECURE

Request Type : EMaild Request

This works. However whenever support gets an email, and I see it in outlook, i cannot reply to it w/o it creating a new ticket (even with the Ticket ID in the subject - see image on first post)