Uploaded image for project: 'Jira Service Management Data Center'
  1. Jira Service Management Data Center
  2. JSDSERVER-1961

Email replies by Participants are registered as internal comments

    XMLWordPrintable

Details

    Description

      NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.

      Summary

      Replies from a Service Desk Customer participants are always created as internal comments when the reply made via email. Raising this as a bug because it doesn't make sense to have customer adding internal comments to the request they've raised.

      Steps to Replicate

      1. Add a customer into a ticket as a participant.
      2. Disable Service Desk email channel for the project you are working on.
      3. Ensure that the participant has permission from JIRA Permission to add comments to the ticket. If you don't do this; SD Customer can't add comments on the ticket.
      4. Comment on the ticket so that a notification is sent to the participant.
      5. Reply to the notification as the participant.

      Expected Result

      Comment will be added as a public comment.

      Current Result

      Comment will be added as an internal comment.

      Attachments

        Issue Links

          is related to

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-1505 Comments added to issues by addons are listed as internal by default

          • High - High priority issues
          • Closed

          Bug - A problem which impairs or prevents the functions of the product. JSDSERVER-2347 Comments added through the CommentManager API cant be made 'public'

          • Low - Low priority issues
          • Closed
          relates to

          Bug - A problem which impairs or prevents the functions of the product. JSDCLOUD-1961 Email replies by Participants are registered as internal comments

          • Low - Low priority issues
          • Closed

          Suggestion - JSDSERVER-3501 Allow Participants to See Emailed Comments when "Email Requests" is Disabled

          • Gathering Interest
          mentioned in

          Page Loading...

          Activity

            People

              Unassigned Unassigned
              vchin Vincent Chin (Inactive)
              Votes:
              0 Vote for this issue
              Watchers:
              6 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved:

                Backbone Issue Sync