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Reply on mail giving - "You do not have permission to create internal comments on this issue"

Nikita_icddbs

Hi,

We are getting an error in the email log for our default email handler, for few emails -

"You do not have permission to create internal comments on this issue"

This error occurs only when the customer who is replying on the mail is not added as request participant(TO or CC), instead he/she is part of an internal group which is added as request participant.

eg.

Original sender who raised request via mail - user1@domain1.com

CC on that mail - group1@domain1.com (Google group)

Reply on that mail by member of group1@domain1.com - user2@domain1.com

Here, Service Desk Ticket is created successfully with group1@domain1.com as Request Participant.

But, reply by 2nd user is not recorded as comment on that ticket.

Email log shows -

"You do not have permission to create internal comments on this issue" against user2@domain1.com

We need the members of group email ids, added as Request Participants, to be able to comment on these tickets.

Any workaround for this??

Regards,

Nikita Jain

Accepted answers

All comments

Angélica Luz

Hello Nikita,

Welcome to Atlassian Community!

When adding an email as a participant, only that user will be able to comment on the ticket. With that said, even if the user2@domain1.com is part of the group group1@domain1.com, if they don't reply as group1@domain1.com, they won't have permission and the comment won't be added, that's why it shows the error on the logs.

The best option, in this case, is to create an organization on the project and add everyone from that distribution list to the organization, so when the customer creates a ticket thought the portal or email, the ticket will be shared.

When the customer that creates the ticket using the email is part of only one organization, the ticket will be shared by default. If they are part of more than one organization, it won't be shared because Jira won't know what organization it should be shared.

Add an organization to a service desk project

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

Nikita_icddbs

Hi Angelica,

Thanks for your response.

I added Organization and it is getting automatically added to the ticket, as expected.

But there are few people who are part of organization and still they are not able to add comment on that ticket.

There are no special settings for those customers, nor are they part of multiple organizations.

Please help!

Regards,

Nikita

Nikita_icddbs

Hi,

PFA images showing a customer "Shashank Singh" added in "Customer Support" organization which is tagged in the Jira ticket, but the user is unable to view this ticket.

_FIRE-652 Referral code not working - 915987 - Jira.png Firefighters - Customers - Service desk - Jira.png Firefighters - Organizations - Service desk - Jira.png

Nikita_icddbs

Hi @Angélica Luz ,

Any update on this?

Regards,
Nikita

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