E-mail comments shown as internal (with setting "Always add comments visible to Customers")

Description

Configuration of "Mail Handler Context":
Service Desk Comment Visibility: Always add comments visible to Customers

If email sender is Service Desk Agent: Comment is public
If email sender is only a service desk customer (using no licence): Comment is internal
regardless if it is the reporter or not.

Expected behavior:
All emails are always shown as non internal comment

Impact: Our customers cannot see their emails and complaining about the usability of JIRA Service Desk

Environment

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Activity

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Tibor Hegyi
September 29, 2016, 1:43 PM

Hi Ingo, just wrote you an email about the session.
Tibor

Tibor Hegyi
September 30, 2016, 2:00 PM

The problem was that JETI Mail Handler (and the corresponding JIRA Handler) was not configured for the project of the issue.

This made JETI running with the default settings instead of the settings in the handler.

Erik Twelker
February 27, 2017, 1:45 PM

Hi Tibor, hi Ingo,

just to be sure I understand correctly:

The problem was that JETI Mail Handler (and the corresponding JIRA Handler) was not configured for the project of the issue.
This made JETI running with the default settings instead of the settings in the handler.

This means that I have to create a JETI Mail Handler for every servicedesk-activated project? 60+ in our case.
And, in order to make JETI comment on any existing issue (regardless of issue-type), do I need to create a JETI Mail Handler for every IssueType in every service-desk-project?

Thanks and best regards,
Erik

Ingo Fischer
March 2, 2017, 4:09 PM

Hi Erik,

No, it is not that bad. You "only" have to configure this per project:

  • JIRA Incomming: Mail handler for the project

  • JETI: Mail handler for the project and default issue type for new issues

  • JETI: Field handler to set the project again

BUT:
As you need in JIRA for each Service Desk project a JIRA mail handler this solution works only for about 5 projects. JIRA is not able to handle more.

I have also asked Atlassian how to update existing issues in Service Desk projects with non internal comments.
Answer:
You need 1 mail box for each project.
They also have refered to this issue for voting: https://jira.atlassian.com/browse/JSD-1371

I know this doensn't help but maybe you got be better picture about the situation.

Best regards,
Ingo

Erik Twelker
March 6, 2017, 10:16 AM

Hi Ingo,

thanks for the update.

As you said it "works only for about 5 projects".
So we have to wait and see if some other solution evolves...

Thanks and best regards,
Erik

Done

Assignee

Tibor Hegyi

Reporter

Ingo Fischer

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Configure