JSD Customer can leave internal comment by responding via mail

[Tom Tipolt]

I´m experiencing a very strange behaviour in JSD. A Customer (Permission of Customer, access to Portal) that is resonding via mail can´t see his own comments in the portal due to the comments beeing marked as edited and internal. I have no cluw how this may happen.

Is someone else having this issue as well and what happens if I just publish the comment.

Thanks for your help.

[Alexey Matveev]

Hello,

Do you have any customizations in your Jira? Maybe plugins to handle mail or plugins like ScriptRunner, Power Scripts and so on?

[Tom Tipolt]

Hi and thanks for fast reaction. We use the standard Service Desk mail handler for this project but also have the email my issue addon for other projects in place.We also have Scripts but no active once doing something with emails or comments. Can there be a magic email reply if the customer e.g. uses a secured mail signature or something else?

[Alexey Matveev]

Is it always created as EDITED? If you reply, your comment is also created as EDITED?

[Tom Tipolt]

It is always added as edited and internal. My agents work in Service Desk directly and not on mail channel, but customers do. When we commetn via mail it is not created as edited. 

[Alexey Matveev]

Try to configure the mail handler in the Service Desk project itself. Do not use the Jira Core mail handler. You can find more info here:

https://confluence.atlassian.com/servicedeskcloud/receiving-requests-by-email-747602718.html

[Tom Tipolt]

The mail handler is configured in the servicedesk project directly.

[Alexey Matveev]

Then there must be a script, which changes the comment later.

[Tom Tipolt]

I will check with my client what he does when working on the issues, since sometimes it works without the edited and internal. I will let you know when I have some more ideas. I will also check the other things again, just to be 100% sure. Thanks Alexey

[Sergej Kuksov]

Hello.
Have you figured out how to avoid this problem ?
Thank you in advance