Replying to Emails in the Sent Folder Doesn't Add a Comment to the Created Request
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs 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
Summary
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.
For the explanation on the empty mail headers, see this Microsoft Community post.
Solution
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.
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 - Replies to a Service Desk email from an unknown user should add comment to original issue and not create a new one.
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