Replies not being added to service desk issues

[Todd Winton]

Replies from customers are not being added to service desk issues.  We have a mail handler that adds comments to all other jira issues, but not replies from service desk customers.  I have read up on email channels, but is this required in order to add comments?

[Jamie Rogers]

Hi Todd

I too have a mail handler setup to log replies to JIRA notification emails as comments on the respective issue.

What happens in our instance is the service desk project is not visible within JIRA to regular users - we force them through the customer portal to respond to requests etc as it keeps the permissions scheme simplified. If a user replies to the service desk request email these do not get logged as comments like they do for regular JIRA projects, however users who do have access to the project their replies do get logged.

I have always assumed this is because it is permission based (whether user can comment on issue or not) but do not know for sure whether this is correct or not. Perhaps someone else can clarify why this might not be working for you but basically we experience similar behaviors.

Regards, Jamie