In our current setup, if an email comes in for an existing ticket, but the sender is not the reporter and is not a request participant, we get the error "You do not have permission to view this attachment" and the email stops and is not added to the ticket.
Is there a way to set this up so that regardless if a user is the reporter or request participant, if the email has a valid ticket number, update the ticket with the email?
You can email public email comments for Service Desk by going to:
Jira Administration(gear icon) -> Applications -> Jira Service Desk -> Email requests -> Select: Yes, allow non-customers and external people to comment on a request via email
After setting this up, emails which don't belong to a known user will show up in the ticket with a "No Access to Request" flag.
Hope this helps you get this working!
Thank you for your prompt response Brian! The instructions you provided are correct. My confusion was due to the fact that we did an upgrade to Jira recently that we had to roll back. This functionality was working (immediately after upgrade) and then not (after we rolled back), so I was at a loss. I should be good to go. Thanks again!
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs