Replying to Emails in the Sent Folder Doesn't Add a Comment to the Created Request

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Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products will end after February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible




You sent an email to the Service Management email channel to create a new request. You realized that you've missed out something in the email and you would like to quickly send another email to add other information to the request that will be created. However, the second email is created as a new request.




  • Mail server is an Exchange server

Diagnostic Steps

  • The second email has empty mail headers


Due to the empty mail headers, the associated request cannot be identified and thus the second email is being treated as a new request.


It'd be better to wait for the request created notification from Service Management to arrive at the mailbox and reply to it than to reply to the previously Sent email.

  • Alternatively, compose a new email and mention the issue key in the email subject. 

    This will only work on JSD v3.5.0 and above if you are not the current Reporter or Participant of the request since the fix of JSDSERVER-2373 - Getting issue details... STATUS


Last modified on Nov 23, 2020

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