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

Email replies by Participants are registered as internal comments

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

            [JSDSERVER-1961] Email replies by Participants are registered as internal comments

            Andrea made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 490091 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304732 ] New: JAC Bug Workflow v3 [ 3125095 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058671 ] New: JSD Bug Workflow v5 - TEMP [ 2304732 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056578 ] New: JSD Bug Workflow v5 [ 2058671 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1956214 ] New: JSD Bug Workflow v5 - TEMP [ 2056578 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615446 ] New: JSD Bug Workflow v5 [ 1956214 ]
            jonah (Inactive) made changes -
            Description Original: h2.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.

            h2.Steps to Replicate
            # Add a customer into a ticket as a participant.
            # Disable Service Desk email channel for the project you are working on.
            # 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.
            # Comment on the ticket so that a notification is sent to the participant.
            # Reply to the notification as the participant.

            h2.Expected Result
            Comment will be added as a public comment.

            h2.Current Result
            Comment will be added as an internal comment.

            		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This bug report is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding bug report|http://jira.atlassian.com/browse/JSDCLOUD-1961].
              {panel}

            h2.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.

            h2.Steps to Replicate
            # Add a customer into a ticket as a participant.
            # Disable Service Desk email channel for the project you are working on.
            # 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.
            # Comment on the ticket so that a notification is sent to the participant.
            # Reply to the notification as the participant.

            h2.Expected Result
            Comment will be added as a public comment.

            h2.Current Result
            Comment will be added as an internal comment.

            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1961 [ JSDCLOUD-1961 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: SEE affects-cloud New: SEE affects-cloud affects-server
            Justin Freeman made changes -
            Link Original: This issue is related to JSD-3501 [ JSD-3501 ]

              Unassigned Unassigned
              vchin Vincent Chin (Inactive)
              Affected customers:
              0 This affects my team
              Watchers:
              6 Start watching this issue

                Created:
                Updated:
                Resolved: