How is an email recipient of a Service Desk ticket comment to know if the comment is Internal?

When commenting on a Service Desk ticket, you have the option to make the comment Internal or External, and if Internal, a label is applied to the comment on the ticket.

However, if internal parties receive the comment via email, nowhere in the email does it state if the comment is internal or external.

Further, it appears that if one replies via email to one of these internal comments, the newly created comment is also internal (which is good/what we'd expect), yet the "Internal" label is missing on the ticket in JIRA.

My question is: Is there any way to fix this?  Or is this a bug?  Seems odd that a reply to an internal comment behaving as an internal comment would fail to have the appropriate label.

1 answer

1 accepted

0 votes
Accepted answer
Susan Hauth Community Champion Aug 18, 2017

Hi Rhiannon,

The first question is raised in this request: JSDSERVER-4926.   There seems to be no way to fix the reply as it is raised here: JSDSERVER-3783.

So unfortunately, no answers or fixes, other than Atlassian is aware of both these issues.



Sad face.  Thanks for your response, though!

Susan Hauth Community Champion Aug 18, 2017

Sad Face too!  Can you mark as answered, if you're at least satisfied with responses.  And please get in there and vote for those issues.

Will do on both accounts.  Thanks again!

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

750 views 6 10
View question

Atlassian User Groups

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!

Find my local user group

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

Groups near you