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How to allow anyone external with the Card Number to comment on a card - via email.

Edited

Hi!

We have migrated our ticketing system onto Service Desk (JSM), and it is taking a bit of getting used to with the permission setup.

Currently when a card is created, the reporter and any of the request participants can reply to the card via email and their emailed reply is added as a comment.

How would I be able to allow anyone who is not in the request participants to reply to the card via email and have that reply added as a comment, as long as they have the card number in the subject of their reply?

Note:

These are all people outside of our company, so they have no application access. We also do not use the portal.

Example:

We have a card: IM-1234 Some Issue Happened

Within the card we have a reporter, and then a few request participants, and some of the request participants are Mail Distribution Lists.

Scenario A:

When the request participants who are not in the MDLs reply to the card via email including IM-1234 in the subject, the email is successfully added as a comment to the card. - No problem.

Scenario B:

Someone who is in one of the MDLs replies to the card via email, including the card number IM-1234 in the subject, instead of the email reply adding a comment to the card, it then opens a separate card. - Problem. Since the user is in an MDL and not listed as a request participant, JSM treats the reply as a separate issue.

I have set the Customer Permissions to Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project - yet this does not solve the problem.

Service project access is set to Anyone on the web.

It only works if I add the customer to JSM as a user with application access, which is not feasible, as it could be literally anyone under the sun who needs to reply.

Any help/advice here would be appreciated.

BR,
Nick

 

3 answers

1 accepted

0 votes
Answer accepted

It appears that this is not possible. I have not been able to find a solution.

I passed the reference on Cloud.
Anyway, good luck. fingers crossed!

Hi!

I know of no other way, without the user being a participant.
I believe that only by changing the configuration of the project / portal itself.

It can be in:
Project> Project Settings> Client Permissions>
Service project access

Hiya Ariel,

Thanks for taking the time to add a suggestion. Sadly, I don't have an option named Service project access nor an option called Client Permissions. Maybe it's not a cloud option? I did a quick search, and no results pop up.

I am suspecting though that there isn't an available way of doing this, but I'll keep my fingers and toes crossed for a while longer. :)

Keep well,
Nick

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DEPLOYMENT TYPE
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