a comment from the mail is not added to the request

[Артем Подкорытов]

Faced the problem of adding comments from users of the support portal, if they are participants in the request. When commenting from the mail - comments were not added to the request, although the participants have permission to add comments. So far, I have added permission to the portal to all users of the portal in the scheme and comments have been added. Is this a bug?

[Dileep Kumar Mone]

Hi @Артем Подкорытов , 

Here in the email reply did email summary exists the issue key to which it should trigger as a comment. Because Jira will understand as email summary issue key as a issue keya nd trigger a comment to it. 

And also this link may helps you in receiving requests and comments in email. 

https://confluence.atlassian.com/servicedeskserver038/receiving-requests-by-email-935909269.html?_ga=2.17429424.843870633.1594432804-686105229.1584330676

Thanks

Best Regards

Mone Dileep Kumar

[Артем Подкорытов]

Yes, there is a problem key in the message. I tested the receipt of a comment if the portal user access scheme is specified in the task access scheme and if I specify the group containing the portal users explicitly. If I specify a group, comments work. If just portal users are indicated in the rights, then comments are not added.
I got acquainted with the information on the link in detail, everything is configured correctly.