Issue Summary

This is reproducible on Data Center: yes

In this scenario, Jira Notification is enabled globally.

We have multiple issue types in JSM, but we want to have a Mail Channel for only one of them, let's say a Bug Issue Type.

The user receives a Jira notification for issue type "Asset" and for any reason, clicks on reply. The reply-to field is being automatically populated with the email address of the Bug issue type.

The problem with this is that that mailbox that is being watched by the team for the Bug issue type, is now getting filled with general user reply emails from all the other issue types instead of them being directed back to Jira's Outgoing Email Address.

If we remove the Mail Channel for the bug report, leaving none created,  the reply-to will be automatically sent to Jira's Outgoing Email Address, as expected.

Steps to Reproduce

1. Create a JSM project
2. Configure one Mail Channel for any issue type,  "bug" for example, Project settings >> Email requests:
   1. 
3. Now, create an issue from the customer portal for the bug request type.
4. Wait for the 'Issue created' notification. The reply-to in the email is the email address configured on the Email requests, as expected.
5. Now, create an issue from the customer portal that is not a bug, a  feature request type for example.
6. Wait for the 'Issue created' notification. The reply-to in the email is the email address configured for the bug Mail Channel:

Expected Results

If a Mail Channel was not created for a particular issue type, JSM should not populate the "Reply-To" with the email address of another Mail Channel.

The reply should act as if there was no Mail Channel at all (redirect back to Jira email address).

Actual Results

If the issue type does not have a Mail Channel associated to it, JSM is using the email address from the 1st Mail Channel it finds.

Workaround

If you have any version above 5.4.19, create a Mail Channel for each issue type will be necessary.