A customer sends a co-worker an e-mail and puts the e-mailaddress we use for Jira in CC, which creates a new ticket with Request Type service request.
The co-worker forwards the same e-mail from this customer via Outlook internally to other co-workers and leaves our Jira e-mailaddress in CC.
The titel in the subject line is not changed, but the Jira-ticket number is not mentioned in the subjectline. The customer's e-mail address is not included in this internal e-mail exchange, because it is for internal use.
This co-worker is also an agent in our Jira Service Management Project, but never processed this e-mail as a ticket in Jira.
Yet, because the titel in the subject line is not changed, our Jira e-mailaddress is in CC and the original e-mail from the customer is forwarded, this internal e-mail is loaded as a public comment in this new ticket in our JSM Project and is shared with the original reporter, our customer. Which our co-worker never intended to do.
How can we stop such internal email responses being loaded as public comments in tickets and being shared with customers?
