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Can a unknown user comment on a ticket ?

Nick Bloemers

Hi,

We have a few months Jira Servicedesk installed, and so far everyting runs smooth and fine.

Today i was called by a customer, and he said to me that i didnt respond on his ticket / email.

We looked in the logs of Jira, specificly the mail handler log, and we found a error message;

This was the error message: You do not have permission to create internal comments on this issue.

So what happend? let me explain;

We recieved a email from 1@customer.com and Jira created automaticly a ticket, listed the user in the userdirectory, and set the user 1@customer.com as reporter.

Now user 1@customer.com has forwarded the automatic reply from our jira servicedesk to 2@customer.com. 2@customer.com replys to our servicedesk, and the mail handler says the above error message.

So what i want to know is the following; can a user, that has not created a ticket, or is not a reporter comment on tickets? We have some company's where we create 1 ticket, but 10 people will respond. If only 1 response is logged in Jira, that could give problems.

So can we change our Jira Servicedesk, that it will accept comments from anyone ?

Accepted answers

All comments

Jack Brickey

@Nick Bloemers, so is the other customer (2) listed as a customer for the project? They would have to be a customer to be able to comment.

Nick Bloemers

I had tried this with both, we added customer 2 to our project, and it fails. Also we tested it with a unknown email adress, and mailed to our SD, but also the same message.

Jack Brickey

Is the issue shared w/ the second user? Can you try that?

Galen Lyngholm

We're having a similiar issue but not quite the same - if a requester forwards or CC's the issue to another user (for instance, to get more information) and the forwarded user replies to the Service Desk email address, a whole new incident is opened instead of just adding a comment.