Problem Definition

When Agent receives customer's comment in the mailbox. Replying to customer's comment does not create any comment on the ticket. The reason is update event notification to the agent is missing the reply-to field. Therefore mail client chooses from address of the notification for To: field which is outgoing mail (SMTP).

This is explained in JIRA Service Desk Notification explanation, agent reply will be handle by the JIRA's Incoming Mail Handler instead of JSD Incoming Mail Handler mailbox.

This issue does not happen when a customer replies as the reply-to field is available.

Steps to reproduce

1. Create mail handler for JSD project. i.e: incoming@test.com
2. Create outgoing in JIRA i.e: outgoing@test.com
3. Customer leaves a comment on the ticket
4. Agent receives the update from the customer
5. Agent clicks reply, to reply to customer and create comment on the ticket
6. To: field will be replaced by outgoing mail outgoing@test.com and not JSD's mail handler incoming@test.com

Expected Result

Agent's reply should be added as comment on the ticket

Actual Result

Since the reply has sent to outgoing mail handler, no comment will be created