Customers reply becomes internal

[Peder Öhlund]

When several of our customers replies to a ticket it becomes a internal note. I have talked to a customer and they replied to the ticket the same way as before.

They can also see their reply even if it is internal. At this point I dont know if the customers sees all internal notes.

[Peder Öhlund]

Hi,

this is very strange because when the customer replies to a ticket via the e-mail that they got from Jira the reply has internal status. But when they reply in Jira the comment is right.

The customers reply is the yellow ones:

[Rudy Holtkamp]

Question: do you also have a Jira mail handler? Or do you only use the Jira Service Desk mail handler? They are two different entities.

Jira mail handler can be found here: https://<company>.atlassian.net/secure/admin/IncomingMailServers.jspa

JSD mail handler can be found here: https://<company>.atlassian.net/servicedesk/admin/<project_key>/email-settings

If you do use the default mail handler, please turn it off.

[Jack Brickey]

Can you verify the user does not have a JSW license and set as a project collaborator - browse permissions. If the comment is shown on the portal it is not internal.

[Peder Öhlund]

JSW license? 

[Jack Brickey]

sorry Jira Software = JSW.

looking at your response to Rudy above it is a bit difficult to follow but focusing on the "Internal comment" and the "Intern" I am wondering if "intern" is associated w/ some addon. I have never seen this in my instance.

[Rudy Holtkamp]

1. Can the customer see their own replies in the portal? (probably not)
2. Are they listed as customers (probably yes) and not as agents (have to ask).

If the answers are no and yes I would recommend to submit a high prio ticket here.

Because this sounds like a serious bug.

[Peder Öhlund]

1. Yes they can see their own reply!

2. Yes!

[Rudy Holtkamp]

Strange.

You state 'several' of our customers, not all? Could you post such a comment as a picture here which is from the point of view of an agent and a customer? Like this

Agent:

Customer:

[Peder Öhlund]

When I talked to one of our customers again who said that they could see their (internal) comment. When I asked for a screendump from their view the could not see the internal comment any more.

But when I look from my view there is two kind of internal as I marked in the picture.
(The word that you probably dont understand and that i did not blur are in Swedish :) )

[Rudy Holtkamp]

If I had to guess then the second red box 'Intern kommentar' looks like an issue security level. And the first one is the JSD label 'Intern'. 

Do you have some automation in place which sets the issue security? It might be via a workflow transition or via an Automation for Jira rule.