Participant Email Response Handling

Todd Winton

When a customer is added as a participant, they get notifications from the issue as expected.  However, if the participant replies, it doesn't look like their replies are being added to the issue.  The only difference I see is the subject line of of the notification sent to a participant [EXTERNAL]

Should participant email responses be added as comments?

Ivan Tovbin

Hi Todd,

By default request participants are allowed to add comments to issues. It seems that in your case however something is preventing them from doing so. Here's a list of things to check that may help you troubleshoot this:

1) Check you mail channel log to see if there are any errors while emails from your request participants are processed.

2) Check your project permission scheme to see if your problem has anything to do with permissions.

3) Check your workflow status properties for any entries that might override your permission scheme and cause this behaviour.