Email Messages Adding to Comments of Existing JIRA

[Will Baltazar]

When a customer replies back to the email they receive for an existing JIRA Issue, it creates a new JIRA Issue. What do I need to do so their reply is added to the comments of the existing JIRA Issue?

[Lisa Förstberg]

Hi

Check your incoming mail handler. Location: 

https://YOURDOMAIN.atlassian.net/secure/admin/IncomingMailServers.jspa

Documentation here: https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

I would also check the JSM configuration (Email section) here: 

https://YOURDOMAIN.atlassian.net/jira/settings/products/jira-service-management-configuration

br

Lisa

[Nic Brough -Adaptavist-]

What email hadler have you configured?

It sounds like you are using a "create issue from email" handler, and what you really need is a "create or comment on issue from email" handler.

If you're using a create-or-comment handler, then the rule is "the first issue key recognised in the subject will be commented on".  If it can't find an existing issue, it will go to create instead.  It also takes account of permissions - the user sending the email has to have "comment" permission, or "create" if it goes to a new issue.