Internal comments are sent out as external comments

Description

External email is what i use to send out emails to the user after they send one to me.
The initial setting is setting the reporter to the email and they are a watcher.

When they send emails back, they don't get an email with their comment which is good.
If another agent wants to send an internal comment, then the external email gets an email of it too. It shouldn't do that. If I remove the external email from the reporter or the watcher, then they'll get emails for their comments.

The Goal:
Ensure that they won't get internal comments and that they won't get emails with their own comment.

Environment

ALL

Preliminary Test Cases

None

Activity

Show:
Tibor Hegyi
October 5, 2015, 4:23 PM

Hi Eric,

Do you include comments in the email template?
Is it how you get internal comments being rendered?
I guess this is what you meant, and now I understand, but please confirm or explain.

Thank you,
Tibor

Tibor Hegyi
October 6, 2015, 3:58 AM

Internal comments removed from comment list, just like limited visibility comments

Eric Ruelas
October 6, 2015, 8:58 PM

So i would continue testing the email for help desk email testing and the email would eventually be saved. Then later external comments and internal comments are treated the same. In a real case, we'll have repeat users but we will still want internal comments. We don't have a set defined list of customers and we don't want them to register and waste time. We just want to be an email only help desk.

Tibor Hegyi
October 7, 2015, 2:03 PM

Tested with $publicComments variable

Tibor Hegyi
October 8, 2015, 10:11 PM

Released in version 6.3.0.3

Done

Assignee

Tibor Hegyi

Reporter

Eric Ruelas

Access to limited visibility issues

None

Product platform

None

Module Dependency

None

Ready for Development

None

Target version

None

Components

Fix versions

Affects versions

Priority

Major