How can we determine what is causing blank comments on Jira tickets?

[vinnie.vertongen]

Hi all, 

We are facing an issue that is filling our replies on Jira...

We have noticed that there are sometimes blank comments with blank images attatched to our tickets. These comments come from multiple email addresses and isn't isolated to one address causing the issue, which made us realise it may be a Jira setting we have in place.. 

This commonly occurs when we have a shared email account added as the reporter, assignee or as a request participant. 

Currently we have checked the automation on our project and this doesn't seem to affect this issue. Also, we have checked the email accounts to see if there was any settings there, and it also seems to not be the issue. 

Any assistance would be much appreciated and if I can supply any further information I am happy to do so. 

Thanks,

Vinnie 

[vinnie.vertongen · Accepted solution]

Seems as thought this is a known issue with Jira https://jira.atlassian.com/browse/JRACLOUD-42228. Thanks for the help.

[Joseph Chung Yin]

@vinnie.vertongen 

Welcome to the community.  Did you know which users (the one that you blackout) associated to those comments in your image?  In JSM, issue commenting can only come from issue reporter (customers via the portal), JSM Agents, JSM project's Administrators/Service Desk Team roles members (one with agent licenses), or possible accounts associated with custom process (i.e. Actor for automation rule executions), or something customized via WF post functions.

Please provide more information, so I can answer your ask better.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[vinnie.vertongen]

Hi Joseph,

Thanks for the reply.

All of the email addresses that are replying this on tickets are shared email addresses owned by our company. 

These comments are automatic and aren't posted by an individual.

There are no automations that touch on replying to a ticket ruling out automations I believe. 

I may have to investigate the workflow as you have said. 

Do you require the email addresses?

Many thanks,

Vinnie 

[Korijn Schrijver]

Same issues here.

Comment from customer (requested participant) is added to the issue as expected. 
But no text, just a blank comment

Email is connected directly, no forward rule implemented on the receiving address.

[Korijn Schrijver]

Also, the sending customer sends their e-mails out of their own Jira deployment.

E-mails are correctly readable in Outlook. 

Within Jira, the comments result blank.

[Yatika Manchanda]

Hi @vinnie.vertongen 

Does your shared email account has a user with appropriate permissions and project roles assigned to in JSM?

[vinnie.vertongen]

Hi @Yatika Manchanda ,

I will have to ask one of the operations guys to check the exact permissions for those email accounts on JSM and will get back to you. 

Thanks,

Vinnie

[vinnie.vertongen]

@Yatika Manchanda 

The account doesn't have any permissions it's being used as the notification email.