We use JETI for Support to reopen closed tickets, if a new email added as comment to the ticket.
Since a few days the tickets would not reopen. I think we dont change something in the configuration, so i start a few tests.
If i write an email to an existing task as a jira KNOWN user, the ticket becomes the correct status "reopen".
If i write an email to an existing task as a jira UNKNOWN user, the ticket becomes NOT the correct status "reopen".
It seems to be a permission problem, but i dont know where. We user a user "supportbot" in JIRA mailhandler and this user has permission to the projects.
Any idea? What can i do to find the problem?