Details
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Suggestion
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Resolution: Unresolved
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177
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27
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Description
NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Problem Definition
Currently , all comment added via email is automatically set as public.
Suggested Solution
There should be an option that allows:-
- The ability to decide default behavior (internal/public) of incoming email based off of group/role in a project
- The ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)
Current Workaround
Using Automation create a rule with the following components for the user belong to group/role:
Trigger: Issue commented.
Condition: Initiator is in role/group
Action: Edit comment > Comment to edit: Trigger Comment ; Comment Visibility: Internal Only.
Using Automation create a rule with the following components for the tags (ie tag :internal):
Trigger: Issue commented.
Condition: Advanced compare condition: comment contains :internal
Action: Edit comment > Comment to edit: Trigger Comment ; Comment Visibility: Internal Only.
Trigger: Issue commented. Condition: Initiator is not a customer Action: Edit comment > Comment to edit: Trigger Comment ; Comment Visibility: Internal Only.
Attachments
Issue Links
- is duplicated by
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JSDCLOUD-3498 Comment via email by agent automatically added as Internal Comment
- Closed
- is related to
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JSDSERVER-3499 Add ability to set comment via email by agents to Internal Comment
- Gathering Interest
- mentioned in
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