I have been looking for a while but can't seem to figure this out.
Our company has a JSM portal that we use with outside customers. We would like only comments that come via the web interface to be shown to the customers on the portal. If a comment comes in via email we would like it to be marked as an internal comment.
Is there a way to do this and i'm just not understanding a setting, or is this not possible?
Internal comments can be made only from users.. for the right reasons :)
You could either search for an app that could do that, stop using the email request issue, if you don't need it. But on cloud I think that it is going to be a more difficult that on premise, to achieve that.
Thank you for you response. I was pretty sure that was going to be the answer but I wanted to double check.
I was thinking that I could do it with a workflow or automation but I couldn't find a way to distinguish between comments that were left via the web UI vs email comments.
If you were on premise, I think that you could achieve something with scriptrunner. On cloud, things are a bit tighter..
WHat exactly is your goal? Why you want to hide comments sent from emails? If a user doesn't have a JSM license, even if he replies via email, his comment will be private. A jira user, with no JSM license, can't make public comments. SO your agents, if they don't want their comments to be public, they should reply from the agent's issue view.
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