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

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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!

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