Email and Portal issues

[jackie]

While performing the following steps

1. Customer A raises a request via Portal including Customer B and C as Customers Involved
2. Customer B replies in their email 

We found;

1. Neither of the customers can see the other customers involved in the emails, only the portal
2. The replies from Customer B's email never made it back to JSD/Portal or the other customers.

How can we make the above work?

We have public comments turned on for all that are involved. I want to be able to have the customers participate through both mail and portal and see all involved.

Also, if a customer sends a request via email with peopled CC'd we are not getting these in JSD, why is this happening?

[Brant Schroeder · Accepted solution]

@jackie

How are the permissions set up on your service desk?  

How are your global permissions setup? 

This will impact how users are able to interact with your service desk.