How do I allow transition from a public comment, while using issue security default?

[Damien]

Hi, I am new to JIRA service desk. I have not been able to find a solution to the above.

We have a public web form and have set up a registration form that will be filled out as a "Public" user.

The registration form has private information so we have set up an issue security default which hides the "My request types" from the public user in the help centre.

The problem:

Without the issue security -

the transition works as expected (using the transition property: jeti.on.email.transition) when the comment is added the transition changes. 

With the issue security -

• you reply to the email received from the creation of the web form.
• JETI adds the comment to the correct issuekey
• The transition does not change from "Waiting for Customer" to "In progress" within the issue when the comment is created. 

[Damien · Accepted solution]

Error on my part, deleted a Mail handle rule in JETI that was red, thinking it was not attached to anything. This prevented the transition happen with any issue type other than "Feedback". 

Updating the rule to allow all issue types fixed the issue.