How do I create a rule for when a client replies to an email for it to come though as a comment?
Asked by Jacqueline Eddison:

When a client replies to an email from JSM with their ticket number, how can we create an automation for the reply to come through to the appropriate ticket number as a comment? I thought email requests where meant to do this automatically but ours does not.


Answers:
author: Jack Brickey
body: So I want to make sure that you are using the email handler within your JSM project. That is are you using a custom email or the default email that JSM provides under project settings \> email requests?

comments: author: Jacqueline Eddison
body: Thank you for your help. We are using a custom email within the JSM project. We also have global settings that the incoming mail handler is our own custom email too.

Mind you, we have done a lot of trial and error (with using the JIRA automated email or our own) and so far this is the closest we have been able to get to what we want, but still struggling to link the emails to tickets in JSM.


author: Jack Brickey
body: I would suggest you have a look at these articles - [how-do-customers-send-requests-by-email](https://support.atlassian.com/jira-service-management-cloud/docs/how-do-customers-send-requests-by-email/)

The process of setting this up and getting it to work really is relatively straightforward. I'm just wondering if you've got something configured odd here.


author: Jacqueline Eddison
body: The only thing is, we don't want email requests to be available (ie. we don't want emails to come in and create a new ticket - so have the email requests hidden from the portal). But if a customer replies to an email for already open ticket, it doesn't link to the open ticket (as a comment)


author: Jack Brickey
body: Hi [@Jacqueline Eddison](/t5/user/viewprofilepage/user-id/4786693) ,

indeed that is exactly how it works. The key is that the client needs to respond to the email notification from Jira. More specifically the issuekey and Summary need to be in the subject of the reply.

comments: author: Jacqueline Eddison
body: Hi Jack, But this isn't how it is working on our end.

The customer replies to the email notification (from JIRA) with the Summary and/or issue key in the subject line, and it doesn't link back to the ticket or come through as a comment. Do we need to set up a rule or automation for this to happen? If so, how?

Thanks


author: Jack Brickey
body: Does a new ticket get created? If not please check the email logs - project settings \> email requests \> view logs. If you see a failure what is the failure?


author: Jacqueline Eddison
body: Interestingly, if a new email comes in to the assigned email (without issuekey/summary) a new issue is created.

However if a JIRA email is replied to (with an issuekey/summary) it doesn't come to JIRA at all - it only comes through to our email inbox.

The Processing log has just logged a new email request (which was spam mail), however previous to that there as been no emails received/logged in JIRA.

The Connectivity Log shows successful connection on 31 March.


author: Jack Brickey
body: To be clear here you are using the email handler set up by JSM under project settings/email request correct? Assuming so are you using a custom email or the Atlassian provided email?