Comment did not add

[Julia Rogmann]

If i create a new Ticket with extern Email Adress it will work.

I will get a message from Jira that the ticket is create. If i answer on a email from jira, the comment will not add.

Any idea? I have checked all general settings and all EMail Settings of the Project.

[Julia Rogmann]

[Jack Brickey]

What role are you in? If you are a customer it should work without additional configuration. If you are in another role please check project settings > permissions > add comments.

[Julia Rogmann]

The user has no role, because it´s an external User, no service agent or service desk customer. For example if i choose my private email adress it will not work, if i choose my company email adress it works.

[Jack Brickey]

Can you share the config shown at project settings > customer permissions? Also, share the results from project settings > email requests, click on ellipses and select manage allow lists.

[Jack Brickey]

So let me ask where you have configured your JSD mail channel? If you did so under the Jira admin > System > incoming mail that is wrong. You must use the JSD email handler - project settings > email requests. Can you verify this?

[Julia Rogmann]

Where can i find JSD email hanlder?

[Jack Brickey]

Where I specified above...

project settings > email requests

JSD provides a unique email for every project or you can use your own custom one. Every JSD project must have a unique email channel.

[Julia Rogmann]

I understand, but i don´t want allow Email requests. 

But it would be perfect, that a external user can answer to an Email from JSD and this answer would be a comment in the Ticket

[Jack Brickey]

The only solution for that is to use the JSD service desk email channel or investigate an email handler addon like Email this issue.

[Julia Rogmann]

Ok thank you for the help!! Very helpful!