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  1. Jira Service Management Cloud
  2. JSDCLOUD-1961

Email replies by Participants are registered as internal comments

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    Description

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

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              Unassigned Unassigned
              vchin Vincent Chin (Inactive)
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              Dates

                Created:
                Updated:
                Resolved: