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 Currently, JEMHC supports email only users in conjunction with JSD, supporting emails from JIRA users and JSD v2 Portal Users poses problems.  There are some integration issues due to the Atlassian Connect platform and JSD itself that prevent JEMHC from being 'better' . Lots of time has been spent investigating this, with in this scenario.  With no JSD source code available, testing and diagnosis is tricky, its a black box scenario.; many issues have been logged:

See more: Common Problems#ServiceDeskrelatedissues

To clarify:

• https://ecosystem.atlassian.net/browse/AC-1014 - JEMHC cannot lookup users without the 'workaround' user/password being set
• https://ecosystem.atlassian.net/browse/AC-1080 - JEMHC cannot create issues or comments 'as' another user, and must create them as the JEMHC-Addon user, this is why issue descriptions and comments get a prefix with the remote email sender
• If JSD email notifications are enabled, and JEMHC is configured for a notification audience that includes JIRA participants, duplicate emails are likely. Disable JEMHC JIRA participants in JEMHC > Notifications > Issue config, or disable JSD email notifications
• https://ecosystem.atlassian.net/browse/ACJIRA-306 (fixed but not released) and https://jira.atlassian.com/browse/JSD-1484 - JEMHC will broadcast JSD 'internal' comments due to the unique way JSD implements this feature and due to bugs in how that information is (not) propagated to external addons like JEMHC. The current only workaround is to disable the service-desk-comment-field component (see link above) and use standard Comment visibility.
• https://jira.atlassian.com/browse/JSD-1505 - JEMHC will create comments from anyone as JSD Internal comments (shown in the Service Desk Public/Internal comment field), due to bugs in JSD, the only workaround right now is to again disable the service-desk-comment-field component (see link above) and use standard Comment visibility which for all comments made by email will be empty)
• https://ecosystem.atlassian.net/browse/ACJIRA-304 and https://ecosystem.atlassian.net/browse/ACJIRA-320 JEMHC cannot control what comments are created as (Public or Internal)
• https://jira.atlassian.com/browse/JSD-1473 - JEMHC doesn't play well with mails from Portal users
• https://jira.atlassian.com/browse/JSD-107 - JEMHC doesn't link to portal pages, will only link back to the issue URL, because there is no current JSD API to know what that is