Email and Portal issues

jackie July 20, 2021

While performing the following steps

  1. Customer A raises a request via Portal including Customer B and C as Customers Involved
  2. Customer B replies in their email 

We found;

  1. Neither of the customers can see the other customers involved in the emails, only the portal
  2. The replies from Customer B's email never made it back to JSD/Portal or the other customers.

How can we make the above work?

We have public comments turned on for all that are involved. I want to be able to have the customers participate through both mail and portal and see all involved.

 

Also, if a customer sends a request via email with peopled CC'd we are not getting these in JSD, why is this happening?

 

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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.
August 3, 2021

@jackie

How are the permissions set up on your service desk?  

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How are your global permissions setup? 

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This will impact how users are able to interact with your service desk.

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