Replying to Emails in the Sent Folder Doesn't Add a Comment to the Created Request
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
- 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.
- For the explanation on the empty mail headers, see this Microsoft Community post.
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.