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  1. Jira Service Management Data Center
  2. JSDSERVER-1961

Email replies by Participants are registered as internal comments


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


      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.

            Unassigned Unassigned
            vchin Vincent Chin (Inactive)
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