Please help with Service Desk Notification and Replies


A little background, our organization has been using Jira for many years but we only recently started implementing a couple Service Desk projects.

The first issue to come up was an SD user replying to an email notification, such as a new comment added, and the permisson scheme disallowing replies. To resolve that, I added 'jira-users' to the User role on the project and permissioned it such that the User role could add/edit comments and add attachments.

However, now when a user replies to an email notification, the reply comment comes in as INTERNAL and can't be viewed in the Service Desk front end.

Because of our history with Jira, our users are conditioned to reply to the emails, not go into the SD front end to add comments and/or attachments.

I know there must be a method where the communication can be handled both by email replies and through the SD front end but I don't know where to start.

Any help is much appreciated.

Michael J

1 answer

Hi Michael,


Check the permission scheme of that project and see the Users / Groups / Project Roles has been assigned to under "Ass Comments".

Hi Manu,

Yes, 'jira-users' can add/edit comments. The problem is the email replies from the customer are coming in as INTERNAL comments. I want them to be standard comments so they can be viewed on both the front and back end.

Thanks, Michael J

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Sunday in Agility

You asked for it, so we delivered: images on issues have arrived

A picture tells a thousand words. And agility boards have just released their latest feature: cover images on issues – so now your board can tell a story at first glance. Upload attachmen...

992 views 3 12
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you