Emails disappeared

[Denyse]

Recently I had someone respond to a Jira Help Desk ticket but it didn't write to the ticket nor did it arrive in my email. I spoke to the person and she confirmed by forwarding the email to me which DID arrive in my email. I checked the verbiage in the subject line - nothing different. I checked the email exchange - the original email was there and it showed as processed but it never wrote to the ticket or arrived in my email. The only distinction I can think of is that the Reporter of the Issue was added as a CC on the email but the originator of the email response was a participant in the ticket. Now I'm concerned there are other missing emails. Suggestions? Resolutions?

[Angélica Luz]

Hi Denyse,

Thank you for the details.
When an email is processed/read by Jira but the comment is not added to the ticket, the reason will be in the logs. To check the reason why it was not added, please, go to Jira settings > Products > Email requests > Click on View log for the desired email > Processing log.
On this page, you can see all the emails that were successfully created/added and those that failed.
The most common causes are that the person that responded the notification doesn't have permission on the ticket or don't have an account on the instance.
Please, check the logs and let us know if you have any other question.

Regards,
Angélica