While performing the following stepsCustomer A raises a request via Portal including Customer B and C as Customers InvolvedCustomer B replies in their email We found;Neither of the customers can see the other customers involved in the emails, only the portalThe replies from Customer B's email never made it back to JSD/Portal or the other customers.How can we make the above work?We have public comments turned on for all that are involved. I want to be able to have the customers participate through both mail and portal and see all involved. Also, if a customer sends a request via email with peopled CC'd we are not getting these in JSD, why is this happening?

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Email and Portal issues

Email and Portal issues

While performing the following steps

Customer A raises a request via Portal including Customer B and C as Customers Involved
Customer B replies in their email

We found;

Neither of the customers can see the other customers involved in the emails, only the portal
The replies from Customer B's email never made it back to JSD/Portal or the other customers.

How can we make the above work?

We have public comments turned on for all that are involved. I want to be able to have the customers participate through both mail and portal and see all involved.

Also, if a customer sends a request via email with peopled CC'd we are not getting these in JSD, why is this happening?

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@jackie

How are the permissions set up on your service desk?

How are your global permissions setup?

This will impact how users are able to interact with your service desk.

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Email and Portal issues

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