Replay email says "Comment preview is unavailable"

[Fredric Hällis]

Hi, trying out the Service desk management and wanted to setup Email Channels in order to  give our end-users the possibility to send tickets and get status updates and comments via email.

Connecting a custom email account works fine and tickets are created, However, when we add a comment as "Reply to customer" the customer receives an email, however there is no comment only "Comment preview is unavailable."

I cannot seem to find any configuration error or missed would give this behavior. 
Enabling the end-users to receive comments/further information and  be able to replay in kind is one of the most important features we are looking for. Any help on the issue would be greatly appreciated.

//
Fredric

[onklmaps]

This is an issue for me as well - making Jira Service Management not the right tool for us. 
It`s a shame really, since there are so many really great features. But this "little" (but very big) issue that the very answer to the reporter is not shown is really a deal-breaker 🙄

[Steffi Krüger]

Es war ein Bug, wurde zumindest für meinen Account behoben. Man kann auch als Tester den Support anschreiben.

[Paul Krueger]

(his comment says: It was a bug, at least it was fixed for my account. As a tester you can also write to support.)

This is somewhat true. You can contact support while in the trial period and they will turn it on for you. However, as soon as the trial ends and you move to the free account, the functionality will be turned off again.

[Paul Krueger]

See the answer here: https://community.atlassian.com/t5/Jira-Service-Management/JSM-Reply-To-Customer-Comment-preview-is-unavailable/qaq-p/2555115#U2568993

[Paul Krueger]

Did you find a solution?

[Steffi Krüger]

Ja,. ich habe den Support kontaktiert. das Problem ist behoben. Es war ein Bug.

[Steffi Krüger]

I have the same problem. Jira Servicedesk project. 

[Alexandre Danault]

I have the same issue as well, for a freshly created support project.

The notification helper gives the hint that the user (the reporter !) does not have access rights to view the issue.

I think this is relatively new issue, as I have older projects that are still working fine.

But freshly spun up support projects are all affected.

Atlassian support is unreachable because I'm evaluating, so on the free plan.