Emails are not processed into comments or new requests in a Jira Service Management project

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

When a user sends an email to the default mail handler for the Jira instance (e.g., jira@instance-name.atlassian.net), it is not processed into a new request or a comment on an existing request.


Diagnosis

Confirm with the user if they sent or replied to the email to jira@instance-name.atlassian.net.

Cause

This typically happens when the user replies to a notification but also affects emails sent to create a new request. Unless the user is licensed for Jira Service Management and also is an agent of that project, they should not send emails to the default mail handler for the instance, as the email will not be processed and there will be no log of it.

Also, 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, and the email will not be added as a comment. 

Solution

Let the user know to email the mail handler(s) for the project instead. To find the email handlers for a Jira Service Management project:

  1. Visit the project
  2. Click on Project settings (on the left sidebar)
  3. Click on Email requests (on the left sidebar) for company-managed projects
    1. For team-managed projects, instead of clicking on Email requests, click on Channels (on the left sidebar) and then Email (on the left sidebar)
  4. Copy the email address(es) listed there
    1. Take note of the default which will end in @instance-name.atlassian.net 

If the issue is due to the user replying to a notification and the email channel is enabled, it may be that their email client ignores the Reply-to header and instead replies to the email in the From header. In order to address this, you can update the notification scheme for that project. The set of steps to do so will depend upon if you are using a team-managed project or a company-managed project.

For a company-managed project, please:

  1. Choose Settings > Projects.

  2. Find the project you want to change the sender address for and select > Project settings.

  3. Select Notifications from the sidebar.

    1. Not to be confused with Customer notifications
  4. Select the pencil icon to the right of the Email address.

  5. On the Notification email page, select Edit next to the email card.

  6. From the Email drop-down, set the email address to the default mail handler for that project (which will end in @instance-name.atlassian.net)

  7. Click Save.

When you set the sender address for a project, all notifications are sent from this address. This setting is specific to the project and won't affect the configuration of other projects.
Configure a project's sender email address


For a team-managed project, please:

  1. Visit the project
  2. Click on Project settings (on the left side bar)
  3. Click on Notifications (on the left side bar)
  4. Click on Notification email (on the left side bar)
  5. Click on Edit
  6. Set the email address to the default mail handler for that project (which will end in @instance-name.atlassian.net)
  7. Click on Save

After doing the above, notifications sent out from the project will contain the default mail handler for that project and when users reply to those notifications, if their email client ignores the Reply-to header, the emails will still be routed to the project since the From header is set to the project's default mail handler.

If the email channel is disabled, you can enable it by following the steps below:

For a company-managed project, please:

  1. Go to Project Settings -> Email requests
  2. Click on  Turn on email support.

For a team-managed project, please:

  1. Go to Project Settings -> Channels → Email
  2. Click on  Turn on email support.


Last modified on May 22, 2024

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