JETI sending comments to service desk customers when restricted comments to internal only selected.

Description

Hi Guys,

Has any one had any trouble with the JETI addon when sending "internal only" comments via the service desk and after submittingthe comment it will send an email to the customer even tho the "Internal only" was selected.

It seems when the comment event is triggered JETI thinks my service-desk-customer group is apart of the service-desk-team group (im guessing). My group service-desk-customers is in the Service Desk Customers Project roles only, so Im not sure why it sends emails when the "Internal only" comments is selected.

Any help appreciated

Thanks,

Joel

Environment

  • JIRA - 6.3.5

  • Service Desk - 2.0.2

  • JETI - 5.4.1.3

Preliminary Test Cases

None

Activity

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Tibor Hegyi
October 12, 2014, 7:44 AM

Hi Joel,

Can you please let me know how you configure "internal only" comments in Service Desk? I don't seem to be able to find it.

Thank you,
Tibor

GraemeC
October 12, 2014, 11:00 AM

Hey Tibor,

It seemed to enable itself after I purchased/applied a licesnse key, before that I was evaluating the service desk addon and it had the normal dropdown box with the padlock icon. After doing some more investgating I looked at the modules section of the service desk addon and found this module "service-desk-comment-field" so I thought I'll try disabling it and see what happens, after disabling it has put the comment box back to using the dropdown security selection. After disabling this module I started testing, sending emails notifcations on the comment events and it seems to be OK now, so for now I've figured out a work around for this problem.

Im guessing you're using the evaulated version of the service desk addon? or are you using a licensed version? I can only imagine the fully licensed version of this addon is enabling the "service-desk-comment-field" module which is replacing the normal comment box with a comment box with the "internal Only" TAB.

Thanks for the quick response and I hope the info above is helpful, if not Im happy to provide more info

Thanks,
Joel

Tibor Hegyi
October 12, 2014, 11:23 AM

Thank you for the detailed information. We will test it on Monday and will keep you informed.
Regards,
Tibor

Tibor Hegyi
April 27, 2015, 7:42 AM

released in version 6.2

Done

Assignee

Tibor Hegyi

Reporter

GraemeC

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