Not a Request Participant adding public comments

[Jordan Cohen]

Hi,

One of our agents forwarded an email directly from the custom inbox connected to our Jira service desk. This happened after the emailed request generated a ticket in Jira with a unique key. 

The person who received this forwarded email (that didn't include the Jira key in the heading) then replied and their comment appeared in the comments section in the Jira ticket as a Not Request participant.

I have few questions about this:

1. How can this comment appear on the Jira ticket if the original email sent out didn't include the Jira key? (in a different case, the opposite scenario happened and the comment didn't appear on the ticket).

2. Has this comment been posted ad public? (I assume it does as it is showing in the portal). Our settings allow customers to create their own accounts.

3. What can I do to mitigate this? for example, if non-request participants reply, it will appear as an internal comment.

4. Adding request participants manually does not post public replies to them. I stopped using Email this Issue recently. How can I send emailed tickets to a third party?

Thanks,

Jordan

[Joseph Chung Yin]

@Jordan Cohen -

It is not quite clear on your main question.  By default, the notification email will always contain the issue key in the subject line.

Can you provide an example of the actual Jira/JSM notification email from your area for further clarification, so we can better address your asks?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.