Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Why are emails into tickets being treated as internal comments?

We have noticed that when our end users are attempting to send in an attachment (usually for validation of a change that has been completed) via email to a ticket, JIRA thinks they are trying to create an internal comment and blocks the e-mail if they are not a participant on the request (or an agent).

How do we force JIRA to treat net new emails into a ticket (with ticket in subject line) as public comments? This is not a reply to any notification but an email generated by an end user to comment on a request.

 

1 answer

0 votes
Jack Community Leader Dec 04, 2019

Are you talking Jira Software here or Jira Service Desk? I ask as this is posted in Jira not JSD but you mention agents. 

if the user sending in an email is a customer of the project it should be a public comment. If they are an internal JSW user collaborating on JSD issue, I.e. not agents it will be internal. 

This is JSD and the user is a customer of the project. When they went to e-mail in, their comment never posted. Checking the mail log, it says the user doesnt have permission to post internal comments.

Suggest an answer

Log in or Sign up to answer
TAGS

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