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  1. Jira Service Management Data Center
  2. JSDSERVER-3499

Add ability to set comment via email by agents to Internal Comment

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    • 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 Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      Currently, all comments added via email is automatically set as public , despite the roles.

      Suggested Solution

      Provide settings on comment visibility by group/user/role for comment created via email.

            [JSDSERVER-3499] Add ability to set comment via email by agents to Internal Comment

            Gonchik Tsymzhitov added a comment -

            That will be really needful!

            Gonchik Tsymzhitov added a comment - That will be really needful!

            Chris Usher added a comment -

            Is there an update to this?  This seems unacceptable that we have no control on how incoming emails are classified, either Internal or Customer visible.  We have extremely sensitive data that we cannot afford for our customers to see and MUST have a way of setting incoming emails as Internal comments.  PLEASE help with this as we need a solution ASAP!

            Thanks 

            Chris Usher added a comment - Is there an update to this?  This seems unacceptable that we have no control on how incoming emails are classified, either Internal or Customer visible.  We have extremely sensitive data that we cannot afford for our customers to see and MUST have a way of setting incoming emails as Internal comments.  PLEASE help with this as we need a solution ASAP! Thanks 

            Artūrs added a comment -

            Hello, this problem with internal comments is also relevant to me. When the standard Jira user replies to the Jira service desk ticket with an email, the comment goes as internal. Is some solution how to disable this feature? User has added in Jira project as participant 

            ArtÅ«rs added a comment - Hello, this problem with internal comments is also relevant to me. When the standard Jira user replies to the Jira service desk ticket with an email, the comment goes as internal. Is some solution how to disable this feature? User has added in Jira project as participant 

            Bojana Vasic added a comment -

            Hi Atlassian,

            Here is how our client feels about this: "This is like the hundred mini bug we've encountered that Atlassian just don't seem to care about!"

            More and more users around the the globe are reporting they are affected by this bug. Please provide more information about possible solution and your view on this matter. It is crucial that we get the possibility to decide below (agree with susann.ivarsson@dahl.se comment above!)

            1. Ability to decide default behavior (internal/public) of incoming email based off of group/role in a project
            2. Ability to decide behavior (internal/public) of incoming email based on the sender.  
            3. Ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)

            We have both agents and collaborators working in customer support related projects and we shoud have the possibility to chose the default behaviour for incoming emails. Currently only comments sent via email by collaborators (users who are lacking jsm license) are marked as internal but if agents reply to an email it is marked as public.

            Please let us know the status! Thanks in advance!

            Bojana Vasic added a comment - Hi Atlassian, Here is how our client feels about this: "This is like the hundred mini bug we've encountered that Atlassian just don't seem to care about!" More and more users around the the globe are reporting they are affected by this bug. Please provide more information about possible solution and your view on this matter. It is crucial that we get the possibility to decide below (agree with susann.ivarsson@dahl.se comment above!) Ability to decide default behavior (internal/public) of incoming email based off of group/role in a project Ability to decide behavior (internal/public) of incoming email based on the sender.   Ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal) We have both agents and collaborators working in customer support related projects and we shoud have the possibility to chose the default behaviour for incoming emails. Currently only comments sent via email by collaborators (users who are lacking jsm license) are marked as internal but if agents reply to an email it is marked as public. Please let us know the status! Thanks in advance!

            Tero Salminen added a comment -

            +1

            A feature we would need!

            Tero Salminen added a comment - +1 A feature we would need!

            Bojana Vasic added a comment -

            Any news!? Thanks in advance!

            Bojana Vasic added a comment - Any news!? Thanks in advance!

            susann.ivarsson@dahl.se added a comment -

            +1 

            Hi,

            I really like to have an update on this. When can we as customers expect us a solution to be implemented for this critical issue? On my Company we need a solution in the standard product were we have at least one of the alternative below.  

            1. Ability to decide default behavior (internal/public) of incoming email based off of group/role in a project
            2. Ability to decide behavior (internal/public) of incoming email based on the sender.  
            3. Ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)

             

             

            Best regards, Susann

            susann.ivarsson@dahl.se added a comment - +1  Hi, I really like to have an update on this. When can we as customers expect us a solution to be implemented for this critical issue? On my Company we need a solution in the standard product were we have at least one of the alternative below.   Ability to decide default behavior (internal/public) of incoming email based off of group/role in a project Ability to decide behavior (internal/public) of incoming email based on the sender.   Ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)     Best regards, Susann

            Bojana Vasic added a comment -

            +1

            Bojana Vasic added a comment - +1

            Trevor Stuart added a comment -

            This would be amazing

            The ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)

            Trevor Stuart added a comment - This would be amazing The ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)

            Alex Lecoq added a comment -

            We need this as well.

            Alex Lecoq added a comment - We need this as well.

              Unassigned Unassigned
              nroslan Atiqah Roslan
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                Created:
                Updated: