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Customer Email Response appears as comment by Admin

Chaim Paperman November 27, 2023

Steps to reproduce:

  • Customer creates a JSM ticket via web portal.
  • Agent responds to customer via JSM.
  • Customer responds to the email they got about the agent's response.

Expected results:

  • Customer's email response is added as a comment to the JSM issue.
  • The author of the comment is the customer.

Actual results:

  • Customer's email response is added as a comment to the JSM issue.
  • The author of the comment is the project administrator.

Additional Information:

  • For some reason, (perhaps related, perhaps unrelated) the admin ends up being a watcher on every issue. Could not find a setting to turn that off.

1 answer

0 votes
Alan Stephenson
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November 28, 2023

Check and see what the behavior is when the customer responds through the portal vs through email. Does the comment get updated correctly?

 

-alan

Chaim Paperman November 29, 2023

When the customer answers via the portal, the comment author is the customer

Alan Stephenson
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November 29, 2023

Thanks. I feel that is how it works with e-mail responses. In our jira service desk instance comments are marked as a special user admin user in our system.

I will take a look to see if there is a different way I just haven’t found one yet.

 

alan

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