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

Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.

Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on 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

Problem

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.

Diagnosis

Environment

  • Mail server is an Exchange server

Diagnostic Steps

  • The second email has empty mail headers

Cause

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

Workaround

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.

Last modified on Feb 5, 2025

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