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  1. Jira Service Management Data Center
  2. JSDSERVER-2098

Ability to add comment via email as customer when not a participant

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Email - Outgoing
    • None
    • 2
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Problem Definition

      With ability to add participants added, only the reporter and participant can add comments to a Service Desk thread. If a service desk customer account has received the service desk issue's email thread as a forward, and tries to reply as a comment, it just creates a brand-new ticket.

      Suggested Solution

      Service desk should recognize the issue ID as JIRA does and add the comment to the ticket.

              Unassigned Unassigned
              smackie@atlassian.com Shannon S
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                Created:
                Updated:
                Resolved: