Customer comment via email

[RAMROD]

How to enable the customer to comment back by replying to the email they received from Jira? Currently agents can do that on ServcieDesk but not customers?

[Cristian Rosas [Tecnofor]]

Mail Handler do not work in Jira Service Desk projects as in Jira Projects. You have to activate email requests in project settings.

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

Please accept the answer so it can help others.

[RAMROD]

Okay I enabled the ticket request and still 

This is an automated email from the issue creation service at "https://deltaapparel.atlassian.net".

An error was encountered whilst handling messages from the mail server “POP Mail Server” using the handler “class com.atlassian.jira.plugins.mail.handlers.FullCommentHandler”.

The error was: ------------------------ "User ‘Delta Test’ does not have permission to comment on an issue in project ‘10100’. "

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

[Cristian Rosas [Tecnofor]]

Have you deleted the mail handler for the Jira Service Desk project?

If all the permissions are fine and also the Email Requests is active and working, then you shouldn't have problems (I have tried just in case I was forgetting something).

I hope it works!

[Cristian Rosas [Tecnofor]]

Check that the mail configured for the request type is configured correctly too.

[RAMROD]

I did nothing there. 

Also I just tried to change the cloud email name to match the request email channel and now I don't received an error but I don't received anything else. 

So now both the incoming setup and the email request has the same channel email. But now I don't even receive an error. 

[Cristian Rosas [Tecnofor]]

And the comments are not added yet? Try to send a mail with an agent to see what happens in a test issue

[RAMROD]

See sending a test from an agent was working regardless. Even before I turned on the email request. 

It wasn't working for the Customer only. 

[Cristian Rosas [Tecnofor]]

I asked you because if you have deleted the mail handler and turned on the project settings, then if it works for agents it must work for customers too.

[RAMROD]

I had to delete all the setting and re do everything again and now it works. Thanks. 

[Cristian Rosas [Tecnofor]]

Glad to hear it

[RAMROD]

Still need an answer

[Cristian Rosas [Tecnofor]]

Hi Kiroloss,

I found a similar problem:

https://community.atlassian.com/t5/Jira-questions/Replying-to-JIRA-Service-desk-email-does-not-add-comment/qaq-p/383903

Tell us if you need more help

[RAMROD]

that is not helpful there are no instruction on what needs to be turned on. 

[Cristian Rosas [Tecnofor]]

I can only think that the permission scheme do not allow Service Desk customers to add comments (or a property in the status doing the same).

If everything is configured correctly you shouldn't have any error.

Check this and tell us, please.

[RAMROD]

I did check the Schema has Service Desk Customer under the Comment permission. 

However this is the error I receive

This is an automated email from the issue creation service at "https://deltaapparel.atlassian.net".

An error was encountered whilst handling messages from the mail server “POP Mail Server” using the handler “class com.atlassian.jira.plugins.mail.handlers.FullCommentHandler”.

The error was: ------------------------ "User ‘Delta Test’ does not have permission to comment on an issue in project ‘10100’. "

The error and the email that caused the error are attached to this email.

If this is a recurring problem, you may wish to contact a system administrator to check the parameters of your mail fetching service:

— This message was sent by Atlassian Jira (v${build.version}#${build.currentBuildNumber})

[Cristian Rosas [Tecnofor]]

The customers can create issues via mail?

Are you using the system Mail handler and not the "Email request" in project settings? (see below)

[RAMROD]

No I have this feature off.

Yes using Cloud mail handler