Service Desk: comment from yet unknown user causes misbehaviour

Description

Service Desk Integration is working perfectly, but there is one scenario, that causes trouble

Prerequisites

  • alex@mail.com creates an issue

    • Alex is created as Service Desk Customer

    • Alex is the reporter of the issue

  • during the conversation at the ticket his colleagues Brian replies via email (the colleague is not yet a Service Desk customer)

Expectation

  • Brian is created as Service Desk Customer

  • Brian is added as Request Participant

  • the email reply is added as public comment

Actual

  • Brian is no Service Desk Customer

  • Alex is added as Request Participant (even though he is the reporter)

  • the email reply is added as internal comment

This behaviour causes that some automation rules are not working. Which means that we miss customer replies.

Our JIRA Version is 7.1.9. If there are existing issues, which relate to this case, please let me know. I couldn't find one covering our problem completely

Environment

None

Preliminary Test Cases

None

Assignee

Tibor Hegyi

Reporter

Stephanie Hoffmann

Labels

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Access to limited visibility issues

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Product platform

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Module Dependency

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Components

Fix versions

Affects versions

Priority

Major
Configure