Some customers may find their replies not visible in the Jira work item. Here are a few reasons this can happen.
#1 The email is no longer part of the conversation because the subject change also changed the ID
The email is no longer part of the conversation (the email thread). This can happen for different reasons. One cause is a user changing the email subject, which creates a new conversation ID and breaks the thread. Because our app relies on an ID mapping between the work item and the email/conversation, we can’t fetch the email and can’t display it. This is also why our app grays out the “From” field when you reply from Jira to an email.
#2 Someone unlinked the email
Within Jira, a user can stop sharing by unlinking an email or the entire conversation, which blocks new replies from being visible. This happens rarely and should not occur often.
#3 The email has been forwarded and afterwards the recipients changed
This can occur in special cases: a user sends an email, the recipient forwards it, and the forward's recipient replaces the previous recipient with new ones. For security this may warrant discussion, but the reply won’t be displayed.
#4 Reply to an email in a shared mailbox is not displayed
Let's say you work in a shared mailbox. A user creates a new work item from an email using our Outlook add-in. The user stays in Outlook and replies to that email from the shared mailbox. That reply won't appear in the Jira work item.
By default, Microsoft routes replies sent from Outlook for a shared mailbox to the sender's personal Sent Items folder. Because the reply isn't stored in the original mailbox, we can't fetch it and can't display it in the work item.
To fix this, enable a setting in the Microsoft 365 admin center to store a copy of sent mail in the shared mailbox's Sent Items folder. Then the reply will appear in the work item
#5 The email has been deleted for good
When you delete emails they go to Outlook's Trash, and the links still work. If you delete an email from Trash, it’s removed permanently and we can’t retrieve its ID or the email.