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Add mail response to the issue

isaac September 12, 2018 edited

Hi,

I'm setting up my service desk portal and I have a problem. When a user creates an issue, an automatic email arrives with the number of the incident created.

I want that if the user answers that email, the response is added as a comment to the issue, but it is not added!

attached image of the permits


thank you very mucCaptura.JPG

1 answer

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Elifcan Cakmak
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September 12, 2018

Hello,

As far as I know, you need to enable email requests on your service desk project.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Selection_087.png

After that you can receive requests via email and new mails are added to the requests as comments.

Regards,

isaac September 12, 2018

thanks, but I have it as you indicate and it does not work for me. what is happening?

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Elifcan Cakmak
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September 16, 2018 edited

Hello,

I thought I answered this, sorry for the delay. 

Your public email comments configuration is "Only allow customers and agents to comment via email".

Selection_003.png

Can you check if the person sending the mail is a customer? You can see it on your project's configuration page's Customers area. Maybe user is not a customer and that's why their reply is not added as a comment.

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