reply for a internal comment through email would trigger notification to customer

[Lokesh Siddappa]

When an internal comment is replied to directly from the e-mail, and not by logging into JIRA, a copy of the reply is sent to the customer as well. This must not happen as the information in the internal comments will become visible to the customer and it may be of very sensitive character.

How do we make sure that the customer doesn't receive any notification.

[andy curtiss]

Looks like all email comments are public, but here is the feature request to implement this feature:  https://jira.atlassian.com/browse/JSDCLOUD-3499

[Daniel Ebers]

Hi @Lokesh Siddappa

could you please double check the customer "A" is NOT listed as an agent (checking by if the user has permissions in terms of application access to Jira Service Management)?
Please also check the roles so that the customer is NOT listed in People for "Service Desk Team".

Could you please also check in "Jira Service Management configuration" (https://yoursite.atlassian.net/secure/admin/SDConfiguration.jspa) the setting is set to "no" for Jira notifications?

Could you please also show the "Notification Scheme" tied to the project in question what is listed there for "Issue commented"?

Regards,
Daniel

[Lokesh Siddappa]

Thank you Daniel, The issue was with making C as the agent, once removed the access, the comments are getting updated as internal comment.

[Jack Brickey]

The only time an email reply should result in a public comment is if the person replying is a customer. If an agent or collaborator responds to an internal email it should remain internal.

Can you please check the status of the individual that is replying to the email. The thing is, the individual that received the original internal email should not be a customer anyway but something is amiss here. Ultimately we need to trace through all aspects of this email conversation to understand it better. 

[Lokesh Siddappa]

Hi Jack,

Here A is a Customer and B is the service desk agent, In case if B has a doubt and asks help from her lead C, she writes a internal note @Lead Name, This triggers a email to C and when he replies to the email, a email is been received by A as well...

[Lokesh Siddappa]

Thank you Jack, The issue was with making C as the agent, once removed the access, the comments are getting updated as internal comment.

[Jack Brickey]

Yep. If agent emails it is public. There is an open suggestion to allow an agent to specify public vs. internal when emailing. Unsure how that would be implemented though.

[andy curtiss]

I had the same problem occur - B (Service Desk Team Member) mentioned C (Also service desk team member) in an internal comment.  C replied to the email notification and a public comment was generated.  I can't tell from the comments if this is expected or not? 

Also are these 2 statements contradicting each other, or am I confused:

"The only time an email reply should result in a public comment is if the person replying is a customer"

and

"Yep. If agent emails it is public."

[Tobias H]

I'm as confused as @andy curtiss 

Why shouldn't the team lead be an agent in the Service Desk? And how can a reply only be public if the person is a customer but also if the person is an Agent?

The only time the response ISN'T public is when the responder is an employee, but not an agent of the project? Or?