Hi!
We have migrated our ticketing system onto Service Desk (JSM), and it is taking a bit of getting used to with the permission setup.
Currently when a card is created, the reporter and any of the request participants can reply to the card via email and their emailed reply is added as a comment.
How would I be able to allow anyone who is not in the request participants to reply to the card via email and have that reply added as a comment, as long as they have the card number in the subject of their reply?
Note:
These are all people outside of our company, so they have no application access. We also do not use the portal.
Example:
We have a card: IM-1234 Some Issue Happened
Within the card we have a reporter, and then a few request participants, and some of the request participants are Mail Distribution Lists.
Scenario A:
When the request participants who are not in the MDLs reply to the card via email including IM-1234 in the subject, the email is successfully added as a comment to the card. - No problem.
Scenario B:
Someone who is in one of the MDLs replies to the card via email, including the card number IM-1234 in the subject, instead of the email reply adding a comment to the card, it then opens a separate card. - Problem. Since the user is in an MDL and not listed as a request participant, JSM treats the reply as a separate issue.
I have set the Customer Permissions to Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project - yet this does not solve the problem.
Service project access is set to Anyone on the web.
It only works if I add the customer to JSM as a user with application access, which is not feasible, as it could be literally anyone under the sun who needs to reply.
Any help/advice here would be appreciated.
BR,
Nick
