Sender/Customer (a member of Service Desk Customers ROLE) emailed to get a ticket created. After she got an email notification, she replied the email, which should be added as a comment to the existing ticket. However, she got an email notification saying she does not have permission on ISSUE_COMMENT event. Admin then granted the role "Service Desk Customers" to allow "ADD_COMMENT". Turned out JSD complained that was a problem and provided an auto fix to revoke the "Service Desk Customers" role from "ADD_COMMENT" event. Admin then discovered that in order to allow the Customer to add a comment by replying emails, s/he must be a collaborator, which consumes JIRA License. This does not make sense. Service Desk v2 release notes clearly indicates that Customers are free (no JIRA licenses or JSD license consumption), and are able to email to create tickets and replying to the email will be added as comments to the existing ticket. Am I missing something here? Any info or hint would be greatly appreciated!
