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.

Last modified on Apr 18, 2024

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