Incoming mails permission issues

[Johannes]

Hello,

we have a Jira project where we are creating tickets out of mails. For those tickets a default reporter is filled in. Now we want to add our customers to the Jira Service Desk for this project so that they can also create tickets from the portal and not only via mail.

The issue with this is that it sometimes is the case that a ticket has been created via mail, then the users gets added to the system but is still responding to the ticket via mail.

Those comments/attachments can then not be added to the ticket because it has an Issue Security Level which only allows the reporter (which is still the default reporter/service user) to add comments and attachments ("...user x does not have permissions to create attachments...").

Do you have any idea how to handle this situation?

Is there a possibility to allow anybody to add comments/attachments via mail without giving everyone the ability to view the ticket?

Thank you

Johannes