JETI dont reopen closed tickets on new comments

Description

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?

Environment

JIRA v7.1.9#71013-sha1:1aa0586

Preliminary Test Cases

None

Assignee

Tibor Hegyi

Reporter

Thorsten Rintelen

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Module Dependency

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Fix versions

Affects versions

Priority

Critical
Configure