Response from customers not getting logged in ticket
Asked by Colleen Gotling:

We have a few scenarios where a customer responds to a comment from a ticket but the response does not get logged in the comments and none of the participants receive an email. In some cases, it's one of the request participants that are responding and in other cases it is the reporter so I don't understand why this is happening. And, it's not the same person all the time. We have one customer that has no issues normally with replying and the reply gets logged in the comments but on this one ticket, it didn't get logged. And that is continuing to happen for different users and different tickets and even different projects. This is a major issue as we are missing responses from customers. Can someone please assist?


Answers:
author: Manne Kj?rby - ProProces
body: Hi Colleen.

Is it when they are responding to mails the comment isn't received?

The first thing to check is permission and if emails is set up correctly - If we assume that everything is OK with that.

Then check the logs and see if JSM have received the email and how it was processed.

Go to below link (remember to replace yoursite)

yoursite.atlassian.net/jira/settings/products/jira-service-management-email-requests

Scroll down to **Email Requests**

Click **View Logs**besides the email address you want to check, and see if you can find any of the mails that hasn't been added.


author: Jack Brickey
body: Hi [@Colleen Gotling](/t5/user/viewprofilepage/user-id/4643094) , are they using email to respond or the portal? If email are there any logs in project settings \> email requests - logs? Is it happening in multiple projects? This may require Atlassian support to log in and assess.

comments: author: Colleen Gotling
body: They are using email to respond but only by "replying" to an email originally sent from Jira. In this one project, we are not set up to receive emailed requests and it is only some users some times, These same users are at times able to reply with no issues. Do I need to submit a suport ticket or can this be moved over to support?


author: Manne Kj?rby - ProProces
body: Hi Collen.

If there is not set up a email channel for the project, then there is your problem. Customer can't add comments then.

<https://confluence.atlassian.com/jirakb/emails-are-not-processed-into-comments-or-new-requests-in-a-jira-service-management-project-1209869276.html>

"If the JSM email channel is disabled and a customer replies to a notification, the reply will be sent to **[jira@instance-name.atlassian.net](mailto:jira@instance-name.atlassian.net),** and the email will not be added as a comment. "

If you need a support ticket, then you need to submit a support ticket.


author: Colleen Gotling
body: Maybe I'm not totally following. When I click on "Email requests" on the left side panel, it gives me an option to "Turn on email support". But, I do not want emails from customers to be created as an issue. As for this being the reason why they are not being added to the comments is not correct because 95% of my customers are replying to emails generated from Jira and those replies are added as comments. There is just a few instances where this is not happening. It's not always the same jira ticket and not always the same customer. I had one customer that replied to a ticket one day and the reply was added as a comment but 2 days later when she replied to the same ticket, it was not logged. It appears to be a fluke which is making it very hard to troubleshoot.


author: Jack Brickey
body: Hi [@Colleen Gotling](/t5/user/viewprofilepage/user-id/4643094)

you might look at this work around - [set-up-jsm-mail-handler-to-only-allow-comment-on-existing-issues-but-prevent-creating-new-issues-from-emails](https://confluence.atlassian.com/jirakb/set-up-jsm-mail-handler-to-only-allow-comment-on-existing-issues-but-prevent-creating-new-issues-from-emails-1115652434.html)


author: Colleen Gotling
body: Thanks! I'll try this


Tags: cloud

jira-service-management

jira-service-management-cloud