Which project role should a customer have in order to add a comment to an issue through an email?

oscar.mora

Which role should we grant to the customer to be able to add comments to an existing issue through email since we are getting this error?

 

Christopher Yen

Internal comments require a JSM agent license I believe.

 

This article from Atlassian documents the cause and solution for this issue

https://confluence.atlassian.com/jirakb/comments-via-emails-are-added-as-internal-comments-on-the-customer-portal-1384120766.html

 

"Summary

Comments made by reporters or request participants via email are added as internal comment.

Cause

A Jira core incoming mail handler/global mail handler is being used by the Service Management project. As described also in this bug, Jira Service Management(JSM) interprets all comments as internal unless:

• They were created in the customer portal
• They were created in reply to an email notification by the reporter / a participant / an agent, and processed by the Service Desk mail handler(Email Channel)
• An agent made a comment in JIRA and selected the "respond to customer" (external) option
• An agent changes any comment from internal to external by editing it in JIRA
• They were created before an existing JIRA project was converted into a Service Desk project

 

Solution

If you would like to create issues and comments in Jira Service Management projects, it is recommended to use a JSM mail handler rather than a Jira core incoming mail handler/Global mail handler. As JSM mail handler doesn't require users to have a license.

Note: Each Service Management project will have a separate email address for a mail handler. 

For more information on JSM mail handler and core/global mail handler refer to this article."

 

 

I have email requests shut off so don't have much personal experience to provide on top unfortunately