Customer Email Response appears as comment by Admin

[Chaim Paperman]

Steps to reproduce:

• Customer creates a JSM ticket via web portal.
• Agent responds to customer via JSM.
• Customer responds to the email they got about the agent's response.

Expected results:

• Customer's email response is added as a comment to the JSM issue.
• The author of the comment is the customer.

Actual results:

• Customer's email response is added as a comment to the JSM issue.
• The author of the comment is the project administrator.

Additional Information:

• For some reason, (perhaps related, perhaps unrelated) the admin ends up being a watcher on every issue. Could not find a setting to turn that off.

[Alan Stephenson]

Check and see what the behavior is when the customer responds through the portal vs through email. Does the comment get updated correctly?

-alan

[Chaim Paperman]

When the customer answers via the portal, the comment author is the customer

[Alan Stephenson]

Thanks. I feel that is how it works with e-mail responses. In our jira service desk instance comments are marked as a special user admin user in our system.

I will take a look to see if there is a different way I just haven’t found one yet.

alan