Summary

Replies via email from a Service Desk Reporter are always created as internal comments when the Service Desk project is using JIRA notification schemes.

Environment

• 3.2.0-OD-12

Steps to Reproduce

1. Go to Service Desk Configuration
2. Turn off the Service Desk notifications
3. Go to JIRA notification schemes of the Service Desk project
4. Add Reporter to the Issue Commented notification
5. Login as the Reporter and raise a ticket in customer portal
6. Login as the agent and put a comment on the ticket to notify the Reporter
7. Reporter will receive a notification email and reply to it to put a comment
8. The comment will be added as an internal comment instead of a public

Expected Results

The comment should be added as a public comment.

Actual Results

Comment will be added as an internal comment.

Workaround

Use Service Desk notification.