Service desk customer - portal access has add comment permission but permission helper says no

[Kimi Nakashima]

We just migrated our Jira service desk cloud to server. Our customer "Joe" created an issue by emailing our help desk and he got our agent's reply comment as an email. But when "Joe" replied back his reply didn't get added to the issue as a comment.

For 'Who can raise requests' we have customer permissions set to 'Customers who are added to the project'. For 'Who can customers share requests with' we have customer permissions set to 'Other customers in their organization'. "Joe" is in the project's customer list in the Organization, "Example".

Using the permission helper, I found out that "Joe" doesn't have the 'add comments' permission. But when I looked at the permission scheme for the project, under 'Add Comments', permission has been granted to 'Service desk customer - portal access'. This setting matches what we had in the cloud and we had no problems with customer reply emails being added as comments.

Does 'Service desk customer - portal access' not give permission to our customers who never log into the portal (which is most of our customers)? Is there another setting somewhere that I need to change?  

[Kimi Nakashima · Accepted solution]

Turns out the problem here was the mail handlers. If you're using Jira Service Desk, DO NOT USE MAIL HANDLERS. I know the documentation isn't very clear about that but really all you have to do is:

1) Turn on the puller and processor under Administration -> System -> Global Mail Settings

2) If you want outgoing mail, set up an outgoing mail server under Administration -> System -> Outgoing Mail

3) In each project that you want to receive mail, set up your email channel under Project Settings -> Email Requests

4) Other global email settings like turning off strip quotes or turning off customer account creation by emails can be found under Administration -> Applications -> Email Requests

[Krister Broman _Advania_]

Hi Kimi,

Have you configured the mail handlers to add the emails as comments? 

Guide is here: https://confluence.atlassian.com/adminjiraserver/creating-issues-and-comments-from-email-938847641.html

[Kimi Nakashima]

@Krister Broman _Advania_ We have and it's not working, although the more I dig into the documentation the more I think that we shouldn't be using a mail handlers since this is a Jira Service Desk project?

[Krister Broman _Advania_]

Yes sorry about that, JSD is separated, sometime you answer before thinking :-) 

If you go to https://yoursite/secure/admin/SDMailInfo.jspa and look at Public Email comments is that enabled?