Responses from 3rd parties and shared mailboxes

Question

For some of our tickets, we need to involve 3rd parties, some external and some internal with shared mailbox.

I have set JSM automation to automatically email these 3rd parties but email responses back to sender (ie JSM( are not being added to the ticket. Which means we are sitting waiting...

I read somewhere they need to be given permission to add comments. But this list of who/what to add is quite restrictive.

I thought about request participant, but that only allows for registered users.

Any ideas appreciated.

Thanks

Marc -Devoteam- · Answer

Hi @Myles Boyd

You can, see in the article I shared to set the portal to be available to anonymous access.

If this is not an option for you, then yes they need to have an account on the portal, or create their account on the portal.

Myles Boyd · Answer

Thanks Marc; so I can't allow a 3rd party to email a response to a ticket without giving them access to the portal?  Is that best practice where 3rd parties are involved?

Marc -Devoteam- · Answer

Hi @Myles Boyd

To recored responses, any email address replying on an issues need to be registered (log in).

This can be changed, then you need an open portal where any user can reply or raise an issue without logging in.

See the section "Set up anonymous access to help centers and portals on your site" in this KB article

https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/