JSD - Comments from email - permission problem

Question

Hey :)

Currently I'm having an issue with the comment creation via email in the Jira Service Desk. I've configured an email handler, that should only create comments from emails.

When I reply to an email that jira sent me, the handler won't create a comment. I've checked the logs, and it seems to be a permission problem. The user doesn't have the permissions to create a comment.
But when I do it from the portal, it works fine.

The Permission Scheme has the "service desk customer - portal access" role for adding comments. Which other permissions does it require in order to make it possible to comment via email?
I tried to figure it out from the forums and the help - but without any luck.
I also tried to add the author role to the creating comments permission - but then only internal comments were created.

Thanks for any help!

Cheers
Daniel

DTrierweiler · Answer

Yes I did.
But I guess I just found a solution. I can use the email handler that I created in one of the service desks, to create comments in all other service desks.

I have a jira@ address for notifications from jira, and support@ for notifications from the service desks.
So far all service desks (except the one with the email handler for support@) are sending notifications from jira@. And a reply will to jira@ will trigger the jira email handler - not the service desk email handler.

I've added support@ as the default notification address for all service desks and now I can create comments from email.
Still kinda weird, but at least it works.

Thanks a lot.

Roman Kersky · Answer

You config email handler in project settings ?

DTrierweiler · Answer

Hi Roman,

thanks for your reply. But I'm not using the cloud version (see thread tags).

Cheers