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.
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
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?
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