Configure default comment visiblity (Internal or Public) when commenting via email

Description

If comment is added to a Service Desk request via email, allow admins to override default behaviour and set comments to Internal or Public whenever possible.

Current rules:

  • if email sender is Customer or Participant or Agent or the Reporter, the comment will be public

  • Otherwise the comment will be internal.

New options as default comment visibility:

  • Default: same as above

  • Public: make all comments public regardless who sends the email. This will be a kind of violation of the rule that Collaborators cannot respond to customers.

  • Internal: make all comments Internal, unless Customer or Participants respond, in these cases, Public comments will be added.

Environment

None

Preliminary Test Cases

None

Assignee

Tibor Hegyi

Reporter

Tibor Hegyi

Labels

None

Access to limited visibility issues

None

Product platform

None

Module Dependency

None

Components

Fix versions

Priority

Major
Configure