There was an issue where some email messages were not creating comments within tickets. The issue was the Reply-To address was incorrect and the system used 'jira@su-jsm.atlassian..net' as the Reply-To address. While the system managed to deliver most mail correctly, some messages were not creating comments.
On 07/31/2023, we started to edit all projects' Reply-To address field and use their 'projectkey@su-jsm.atlassian.net'