Email replies are added as internal comments in Jira Service Management

Summary

Understand why sometimes an email reply made by reporters or request participants via email is added as an internal comment.

Cause

Email is in use by the Jira Incoming Mail handler

The mail processor in Jira's Settings > System > Incoming mail is entirely separate from mail handlers in a service project (at Project Settings > Channel > Email). The two handlers work differently and exist for different purposes.

If the same email address is connected in both, this creates a race condition between the two mail processors. Meaning the email received can be processed by either one of the handlers (whichever is faster), but not both.

The Incoming mail handler is exclusive for internal licensed Jira users, so if the message happens to be processed by it:

• If the customer of the request also happens to be a licensed Jira user, their message will be added as an internal comment. The Incoming mail handler is not designed to be used for customer requests.

• If the customer who sent the message is not a licensed Jira user, the email will not be processed.

Solution

Connect the mailbox directly to the service project

To work on customer requests via email in Jira Service Management projects, you must use the mail handler inside the Project settings > Channels > Email. You must also ensure the same email address is not used in the Incoming mail settings.