It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Mail Import added comment even though customer is not in organization

Hi,

we've the following problem:

One Project with 10 organization -> tickets are created by mail and comments are also added by mails -> one customer answer a mail and is not in the organization from the issue, but the comment was still added.

How can we solve this?

With best regards

Nicole

1 answer

0 votes

Hello Nicole,

Thank you for reaching out.

Checking your statement:

one customer answer a mail and is not in the organization from the issue, but the comment was still added.

I understand that you are replying to another user in a specific ticket and, although the user is not added to the same organization as the reporter of the issue, he is still able to add public comments to the issue. Have I understood it properly?

If I got it right, I would suggest you check the following:

1 - Check if the user is added as a request participant to the issue he is able to comment

2 - Check if the user has an Agent license in your JIRA

2 - Check if any user can access the link of the issue in the portal without login

Let us know as soon as you have the chance to test it.

Hi,

the user isn't a participant and no agent. and i think the problem is the mail import. 

Our case is that a developer was a customer in an other organization, but in this project and he answered a mail from support with the ticket number , but he had no rights to see the issue. The mail was imported and the comment was added.

Regards

Nicole

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

Learn how to use two new reports for next-gen projects in Jira Cloud:  Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...

246 views 1 2
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you