Customer email replies are now posting to issue as an Internal Comment

Jason Michaud October 18, 2021

After upgrading to versions Jira 8.13.10 and JSD 4.13.10. When our customers reply back to an email notification they received whether they are the reporter or participant of an issue; the email reply now gets copied as an internal comment. Whereas before it would get copied as Visible to customer via the Portal. Any suggestions on where to look?  We want to make sure all customer replies are visible to all participants of an issue.

2 answers

0 votes
Jason Michaud October 26, 2021

Resubmitted as a reply rather than an answer

0 votes
Brant Schroeder
Community Leader
Community Leader
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October 19, 2021

@Jason Michaud Do your customer's accounts on your instance have Jira licenses or Jira service management licenses associated with them?  Are the accounts just customers on the project or do these users have additional permissions?

Jason Michaud October 26, 2021

Thank you for responding. @Brant Schroeder 

Our customers do not have a license assigned to them. We only allow their access to the customer portal that is tied to the one Service Desk project in Jira. Additionally, we have a workflow in place that any replies back to a customer email notification will get copied as a comment in associated issue # that is part of the Subject Line of the replied email. It is that comment that is now coming in as an Internal comment whereas before it had always been visible to the customer.

Brant Schroeder
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 27, 2021

How is the workflow posting the comment?  Is it using an account?

Jason Michaud October 29, 2021

Hi Brant,

There really is no workflow for this as it's just a customer replying back to an email notification either about an issue created or resolved. That email gets sent to our Jira instance's email account with the proper Subject format - and then gets copied as a comment. I suppose the Update Function for the issue does get initiated. But unsure if that's part of the workflow as it would be across 2 different issuetypes that are impacted.

We sync Jira with our Active Directory and anyone in the one DOMAIN - we allow access to the Jira Customer Portal. Either way, we've made no security change that would warrant this to happen. So I don't know where in the User Directory we should look or maybe it's a new part of the permission scheme that we need to adjust. I've looked at Atlassian's documentation about user directories and active directory - but couldn't find this topic. Thank you for your help.


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