Comments via emails are added as internal comments on the customer portal
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
Comments made by reporters or request participants via email are added as internal comment.
Cause
A Jira core incoming mail handler/global mail handler is being used by the Service Management project. As described also in this bug, Jira Service Management(JSM) interprets all comments as internal unless:
They were created in the customer portal
They were created in reply to an email notification by the reporter / a participant / an agent, and processed by the Service Desk mail handler(Email Channel)
An agent made a comment in JIRA and selected the "respond to customer" (external) option
An agent changes any comment from internal to external by editing it in JIRA
They were created before an existing JIRA project was converted into a Service Desk project
Solution
If you would like to create issues and comments in Jira Service Management projects, it is recommended to use aJSM mail handlerrather than a Jira core incoming mail handler/Global mail handler. As JSM mail handler doesn't require users to have a license.
Note: Each Service Management project will have a separate email address for a mail handler.
For more information on JSM mail handler and core/global mail handler refer to this article.
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