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  1. Jira Service Management Data Center
  2. JSDSERVER-486

Comment can't be added for Service Desk Customers via email due to lack of Add Comment permission by default

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Details

    • Bug
    • Resolution: Obsolete
    • Low
    • None
    • 1.2.5, 1.2.6.1
    • Email - Incoming

    Description

      Steps to Reproduce

      1. Create a user with valid email
      2. Create a Service Desk with administrator
      3. Go to the People tab and remove jira-users from the Service Desk Team
      4. Login as the user(Service Desk Customer)
      5. File a Service Desk request
      6. When you receive the notification as the Service Desk Customer, reply directly to the notification with any comment

      Expected Behaviour:

      Mail handler should process that email and comment in that issue

      Actual Behaviour:

      Comment not added for the Service Desk customer

      In Debug incoming log:

      2014-04-25 23:28:03,542 DEBUG [testing] QuartzScheduler_Worker-0 ServiceRunner    mail capture S: +OK message follows
      2014-04-25 23:28:03,715 DEBUG [testing] QuartzScheduler_Worker-0 ServiceRunner    mail capture User 'vicky' does not have permission to comment on an issue in project '10200'.
      2014-04-25 23:28:03,717 DEBUG [testing] QuartzScheduler_Worker-0 ServiceRunner    mail capture Deleting Message: <CABuj-xkVgBSwF5PGN9L9VVBBwgnktmYEyMbiUgA_h9Nq9dMTMQ@mail.gmail.com>
      2014-04-25 23:28:03,717 DEBUG [testing] QuartzScheduler_Worker-0 ServiceRunner    mail capture Closing folder
      2014-04-25 23:28:03,741 DEBUG [testing] QuartzScheduler_Worker-0 ServiceRunner    mail capture Delivered-To: tecken90@gmail.com
      

      Root Cause:

      Default Service Desk permission didn't add Service Desk Customer to the Add Comment permission in the permission scheme.

      Workaround:

      Add Service Desk Customer into the Add Comment permission in the project's permission scheme

      Attachments

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            Unassigned Unassigned
            yen@atlassian.com TeckEn (Inactive)
            Votes:
            4 Vote for this issue
            Watchers:
            6 Start watching this issue

            Dates

              Created:
              Updated:
              Resolved:

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