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JEMHC gives control over whether comments are public or internalwhen they reply by Email. See:
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If you are a member of the JSM Project specific Service Desk Team role, then such parties are deemed Collaborators, who's comments are always internal. Only Agents can make public comments to Customers (JSM licensing is based on Agents).
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If a sender is included in the JSM Request Participants, they are treated as any other Request Participant. All comments by Request Participants are public.
Only when the sender is not in the JSM Request Participants field would the be treated as Collaborators and therefore have internal comments.
Caveats of access
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TEST Access when granting application access
Be sure you create a test user and validate access granted to avoid unexpectedly opening your entire support system to 3rd parties…
If you create a user and grant them an application group (eg Software) then the user can login to your instance and browse all the support issues (perhaps a privacy issue!)
On the flipside, a user without any application group will not be able to login to the system (Software/JSM) so cannot browse any issues and can can only use the Portal. Such users, not being Request Participants cannot see anyissues, includingthe related issues they commented upon.
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