Restricting comments made by email

Situation:

I've setup the JIRA-to-Zendesk connector and everything is working great. We use Zendesk for Customer support/front end and JIRA for internal support and tracking. To keep things as simple as possible, we want to pass customer tickets from Zendesk to Jira so support engineers can focus on a single application.

Problem:

We need to be able to mark comments as restricted or internal when we are communicating questions/comments that the customer doesn't need to see/receive. Marking comments as internal/restricted function and sync properly from the website. Zendesk has the option to add #note to the body of an email response so that it is marked as 'internal'.

Question:

Does JIRA have a function/capability to mark email received comments as 'restricted'?

1 answer

1 accepted

0 vote
Boris Berenberg Community Champion Feb 22, 2013

You would need to use the Comment Visibility option within JIRA to accomplish this.

Take a look at (search for comment visibility on each of these pages):

https://confluence.atlassian.com/display/JIRA/Configuring+JIRA+Options

https://confluence.atlassian.com/display/JIRA/Commenting+on+an+Issue

https://confluence.atlassian.com/display/JIRA/Configuring+Security

Edit from the comments: This can not be done via email. You may be able to accomplish this using a third party email handler.

Thank you for the response, but the pages you provided do not address my question. I stated that modifying the comment permission from the web site works correctly . My question is can I respond via email and include some code/value that will mark the comment as restricted when processed by the mail handler? I.E. like Zendesk, if you put #note in the body of the message, it marks the comment as internal/private.

Boris Berenberg Community Champion Feb 24, 2013

This is not possible out of the box. However you may be able to accomplish something like this with a plugin. It looks like the JIRA Enterprise Mail Handler can control Issue Security Level of emails that it handles. Take a look at: https://javahollic.atlassian.net/wiki/display/JEMH/Feature+Overview#FeatureOverview-IssueSecurity

However, I have never used this software, so it is just a recomendation based on some quick googling.

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