Replying to comment on ticket did not come through

[Shannon Smith]

Hi, I have a customer who raised a support ticket in JIRA Service Desk via email. Ticket raised according to plan and I "replied to customer" with a few questions..... can anyone explain what happened next based on the follow steps?

• The reporter received my reply
• forwarded it it to a colleague who replied to the email (address was jira@{myaccount}.atlassian.net
• The reply never came through as a new comment or even a new ticket.

Is this because the colleague was not part of the original ticket? or related to replying to the email above rather than the actual support mail set up in the project?

I cannot see any record of the email in any logs - I cannot find where the logs would be for jira@{myaccount}.atlassian.net though, so I assume they reached there.

Appreciate any help here as it is frustrating for our customers if their replies are not processed.

[Shannon Smith]

@Alex Koxaras _Relational_ the colleague that was forwarded the email and replied is not a user (which means they have not submitted a ticket before). The user that forwarded to the colleague is a Service Desk Customer role only. 

[Alex Koxaras _Relational_]

Hi @Shannon Smith 

What role and permission does "the colleague to who you forwarded and who replied to the email" has?

• Is he a customer or an agent?
  • If he is a customer, can you see him in the customer list?
• If he is on your team and has a different role, does this role has the add comment permission?

[Shannon Smith]

@Alex Koxaras the colleague that was forwarded the email and replied is not a user (which means they have not submitted a ticket before). The user that forwarded to the colleague is a Service Desk Customer role only. 

[Alex Koxaras _Relational_]

For anyone to send emails to your service desk, he/she needs to either be a customer in your service desk, or an agent (or at least someone with the proper permissions). From what I understand your colleague does not have permissions to add comments, create issues etc.

Therefore either you make him a customer, or give him a proper role inside your JSM project.

Hope that helps!

[Johnny Jenkins]

My understanding is that customers should not reply to jira@{myaccount}.atlassian.net,  but their email client should honour the reply-to email value, is this right?

[Rémi F_]

@Johnny Jenkinsyou can have a look at this page : https://confluence.atlassian.com/jirakb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project-1209869276.html

The goal is to change the default jira@instance-name.atlassian.net to the email address of your project (also ending by @instance-name.atlassian.net) when a email is send to a customer.