Customer Email Response appears as comment by Admin

Question

Steps to reproduce:

* Customer creates a JSM ticket via web portal.
* Agent responds to customer via JSM.
* Customer responds to the email they got about the agent's response.

Expected results:

* Customer's email response is added as a comment to the JSM issue.
* The author of the comment is the customer.

Actual results:

* Customer's email response is added as a comment to the JSM issue.
* The author of the comment is the project administrator.

Additional Information:

* For some reason, (perhaps related, perhaps unrelated) the admin ends up being a watcher on every issue. Could not find a setting to turn that off.

Alan Stephenson · Answer

Thanks. I feel that is how it works with e-mail responses. In our jira service desk instance comments are marked as a special user admin user in our system.

I will take a look to see if there is a different way I just haven’t found one yet.

alan

Chaim Paperman · Answer

When the customer answers via the portal, the comment author is the customer

Alan Stephenson · Answer

Check and see what the behavior is when the customer responds through the portal vs through email. Does the comment get updated correctly?

-alan