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.
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.
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