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JSD Customer can leave internal comment by responding via mail

Tom Tipolt

I´m experiencing a very strange behaviour in JSD. A Customer (Permission of Customer, access to Portal) that is resonding via mail can´t see his own comments in the portal due to the comments beeing marked as edited and internal. I have no cluw how this may happen.

Is someone else having this issue as well and what happens if I just publish the comment.

Thanks for your help.

Accepted answers

All comments

Alexey Matveev

Hello,

Do you have any customizations in your Jira? Maybe plugins to handle mail or plugins like ScriptRunner, Power Scripts and so on?

Tom Tipolt

Hi and thanks for fast reaction. We use the standard Service Desk mail handler for this project but also have the email my issue addon for other projects in place.We also have Scripts but no active once doing something with emails or comments. Can there be a magic email reply if the customer e.g. uses a secured mail signature or something else?

Alexey Matveev

Is it always created as EDITED? If you reply, your comment is also created as EDITED?

Tom Tipolt

It is always added as edited and internal. My agents work in Service Desk directly and not on mail channel, but customers do. When we commetn via mail it is not created as edited.

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