User emails not creating comment

[Asher Francis]

Hi everyone

I have an issue in one of our service management projects where when a user replies via email to an issue comment, it does not show up on the issue.

If the user logs into the portal, they can add a comment. 

The "Add comment" permission includes "Service Project Customer - Portal Access" and the user can definitely log into the portal with the same email addess with which they're sending the email reply

We have other service desk projects where this is not a problem, for the same users

Any ideas welcomed

Thanks

[Asher Francis · Accepted solution]

Realised that no email request type was configured for the project. Set this up, set a default email address and it worked.