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 firstname.lastname@example.org and Jira created automaticly a ticket, listed the user in the userdirectory, and set the user email@example.com as reporter.
Now user firstname.lastname@example.org has forwarded the automatic reply from our jira servicedesk to email@example.com. firstname.lastname@example.org 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 ?
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.
Sorry for my late comment, its really busy here,
No the issue is not shared. We created a ticket, and assign a customer and reporter. Jira sends a mail to the email adress of the customer.
the customer recieves the email, but a collueage replys to the adres.
So Jira -> Customer1@domain.org - Customer2@domain.org replys to Jira, and then the error "You do not have permission to create internal comments on this issue" appears.
If Customer1@domain.org reply's the comment is added.
i checked the permission scemes of our project, but the permission helper says that everything is good.
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