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Customer comment via email

RAMROD

How to enable the customer to comment back by replying to the email they received from Jira? Currently agents can do that on ServcieDesk but not customers?

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unknown

Hi Kiroloss,

I found a similar problem:

https://community.atlassian.com/t5/Jira-questions/Replying-to-JIRA-Service-desk-email-does-not-add-comment/qaq-p/383903

Tell us if you need more help

RAMROD

that is not helpful there are no instruction on what needs to be turned on.

RAMROD

Still need an answer

unknown

I can only think that the permission scheme do not allow Service Desk customers to add comments (or a property in the status doing the same).

If everything is configured correctly you shouldn't have any error.

Check this and tell us, please.

RAMROD

I did check the Schema has Service Desk Customer under the Comment permission.

However this is the error I receive

This is an automated email from the issue creation service at "https://deltaapparel.atlassian.net".

An error was encountered whilst handling messages from the mail server “POP Mail Server” using the handler “class com.atlassian.jira.plugins.mail.handlers.FullCommentHandler”.

The error was: ------------------------ "User ‘Delta Test’ does not have permission to comment on an issue in project ‘10100’. "

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

unknown

Mail Handler do not work in Jira Service Desk projects as in Jira Projects. You have to activate email requests in project settings.

Before you start.PNG

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Please accept the answer so it can help others.

RAMROD

Okay I enabled the ticket request and still

This is an automated email from the issue creation service at "https://deltaapparel.atlassian.net".

An error was encountered whilst handling messages from the mail server “POP Mail Server” using the handler “class com.atlassian.jira.plugins.mail.handlers.FullCommentHandler”.

The error was: ------------------------ "User ‘Delta Test’ does not have permission to comment on an issue in project ‘10100’. "

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

unknown

Have you deleted the mail handler for the Jira Service Desk project?

If all the permissions are fine and also the Email Requests is active and working, then you shouldn't have problems (I have tried just in case I was forgetting something).

I hope it works!

unknown

Check that the mail configured for the request type is configured correctly too.

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