Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

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 

F43DACF1-084F-48C4-909D-F497DFB67E3C_1_201_a.jpeg

4 answers

2 votes

@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.

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 

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

Same issues here.

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

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

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.

Hi @vinnie_vertongen 

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

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

Like Yatika Manchanda likes this

@Yatika Manchanda 

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

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,599 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you