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Hide email comments from portal

Chandler Reeves

I have been looking for a while but can't seem to figure this out.

Our company has a JSM portal that we use with outside customers. We would like only comments that come via the web interface to be shown to the customers on the portal. If a comment comes in via email we would like it to be marked as an internal comment.

Is there a way to do this and i'm just not understanding a setting, or is this not possible?

Accepted answers

Alex Koxaras -Relational-

Hi @Chandler Reeves and welcome to the community,

Who is sending these emails? The customers? Are the customer jira users as well, or not?

Which handler have you setup? The JSM built-in, or another?

All comments

Alex Koxaras -Relational-

Hi @Chandler Reeves and welcome to the community,

Who is sending these emails? The customers? Are the customer jira users as well, or not?

Which handler have you setup? The JSM built-in, or another?

Chandler Reeves

Thanks for the quick reply.

I'm using the built in JSM handler.

Customers and employees are sending the emails.

The customers are not jira users.

Alex Koxaras -Relational-

Internal comments can be made only from users.. for the right reasons

You could either search for an app that could do that, stop using the email request issue, if you don't need it. But on cloud I think that it is going to be a more difficult that on premise, to achieve that.

Chandler Reeves

Thank you for you response. I was pretty sure that was going to be the answer but I wanted to double check.

I was thinking that I could do it with a workflow or automation but I couldn't find a way to distinguish between comments that were left via the web UI vs email comments.

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