Comments via emails are added as internal comments on the customer portal
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
Comments made by reporters or request participants via email are added as internal comment.
Cause
A Jira core incoming mail handler/global mail handler is being used by the Service Management project. As described also in this bug, Jira Service Management(JSM) interprets all comments as internal unless:
- They were created in the customer portal
- They were created in reply to an email notification by the reporter / a participant / an agent, and processed by the Service Desk mail handler(Email Channel)
- An agent made a comment in JIRA and selected the "respond to customer" (external) option
- An agent changes any comment from internal to external by editing it in JIRA
- They were created before an existing JIRA project was converted into a Service Desk project
Solution
If you would like to create issues and comments in Jira Service Management projects, it is recommended to use a JSM mail handler rather than a Jira core incoming mail handler/Global mail handler. As JSM mail handler doesn't require users to have a license.
Note: Each Service Management project will have a separate email address for a mail handler.
For more information on JSM mail handler and core/global mail handler refer to this article.