Email requests from clients

[Jira admin]

Hi,

we have a cloud jira software with jira service desk,  i created a project : in jira setting i added

pop3 mail server and 2 mail handlers Create issues and Comments from emails with same pop3 mail server , delay 1 , strip qoutes:

Then in Jira Service Desk i went to project settings - Request types and created a request type with summary and description  with email

i turned on email request and added mail address.

now when ever user sends an email i receive the email , i reply back and the customer gets my reply in his email, but when replies to my email, i dont see any comment in the ticket

please help

[Yogesh Mude]

Hi @Jira admin

Please verify whenever user will reply to mail is they are adding a JIRA issue key into the subject.

Create a new issue or add a comment to an existing issue

This message handler creates a new issue or adds a comment to an existing issue. If the subject contains an issue key, 

[Jira admin]

Hi, i am attaching my handler configuration, can you please have a look

[Yogesh Mude]

HI @Jira admin

Whatever you have been configured looks good, now whenever you will reply back to that mail just add a issue key within the subject line hence the mail handler/service will check either with this issue key already ticket is available within the instance or not, if yes, then it will add the comment on that respective ticket.

if not then it will create a new issue.

[Jira admin]

Still unable to recieve issues,i changed settings from pop3 to imap now, deleted handler and now when i test it gives me this error, i dont want to create new jira users to give them license ..

[Yogesh Mude]

Hi @Jira admin

As it is showing the sender is anonymous, so to create a Jira issue the user should have create issue permission for that respective project and as it is anonymous user you need to set the default reporter while configuring the mail handler.

So that whenever email will sent by anonymous user then it will check if this user is available or not, if not then it will set the default reporter as a reporter for that Jira issue.