Jira service management: Automation rule fails after sending a response to a closed mail request

[Vicky Liesens]

Hi,

I'm setting up Jira Service management and we recently activated the email request.

This works fine except when a customer replies to a closed request, we see it in the comment of the request but the status of the request is not changed.

My automation rule gives the following error:

Actor does not have permission to view one or more issues, or the issue was deleted (please check permissions and issue security levels):

Comment (id:10622) for issue ISD-64 (id:10863)

This automation rule works fine when the reply is done using the portal.

I've checked the project permissions and I can see that there is an option that the "service project customer - portal access" has the ability to transition issues. I've also added the reporter but I still get the same result.

Any idea what I'm missing?

Thanks in advance

[Vicky Liesens]

[Christopher Franzke]

Hello @Vicky Liesens

please take a look on the Status properties.. (It is possible to restrict the possibilty of add comments)

1. Go to Project Settings > Workflow (The one that is associated with the request type and issue type)
2. Edit > Click on Closed/Done status > Properties.
3. Delete the following. Property Key: jira.permission.comment.denied. ...
4. Publish workflow.

BR, Christopher