Please help with Service Desk Notification and Replies

Hello,

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 Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,755 views 11 18
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot