Jira service management: Automation rule fails after sending a response to a closed mail request

Question

Hi,

I'm setting up Jira Service management and we recently activated the email request.

This works fine except when a customer replies to a closed request, we see it in the comment of the request but the status of the request is not changed.

My automation rule gives the following error:

Actor does not have permission to view one or more issues, or the issue was deleted (please check permissions and issue security levels):Comment (id:10622) for issue ISD-64 (id:10863)This automation rule works fine when the reply is done using the portal.I've checked the project permissions and I can see that there is an option that the "service project customer - portal access" has the ability to transition issues. I've also added the reporter but I still get the same result.

Any idea what I'm missing?Thanks in advance

Vicky Liesens · Answer

Hi Christopher,

Thank you for your reply.

The problem is not that the reply to a closed ticket is not added in the comment, this works fine but the status of the tickets is not changed.

This status change is done by an automation rule and it works fine when the customer adds a comment to a closed ticking using the portal but it gives an error when it is done by replying to a mail

Christopher Franzke · Answer

Hello @Vicky Liesens

please take a look on the Status properties.. (It is possible to restrict the possibilty of add comments)

* Go to Project Settings > Workflow (The one that is associated with the request type and issue type)
* Edit > Click on Closed/Done status > Properties.
* Delete the following. Property Key: jira.permission.comment.denied. ...
* Publish workflow.

BR, Christopher

Vicky Liesens · Answer