Default JSD Behaviour
Once an issue has been created, the reporter and existing request participants (possibly who existed on to/cc of a creating email) can comment. JSD will deny un-involved customers access to comment on such issues, causing a new issue to be created instead.
Scenario 1: Allow External Customer Comments
- Profile > Security > External Customer Comments Enabled
This global settings means that any JSD customer (non-agent) who has the permission to do so, may comment on an existing JSD request. NOTE: The default JSD permission scheme is more locked down, and this will not be enough in some cases.
Scenario 2: Dynamically add External Customers as Request Participants to enable Commenting
- Profile > Project Mapping > ... > Comment > Add Uninvolved Senders
Since JEMH 3.0.11 (JEMH-7018), JEMH can now automatically involve customers on existing issues, without restriction (not creating a new issue). This scenario ALSO requires the checkbox in (Scenario 1) to be set.
Simply, if a non-agent customer refers an existing JSD issue in the subject, but are not (a) the reporter or (b) a request participant, they will be added to the Request Participants field (satisfying JSD security) prior to their comment being added.
Filtering
A future feature to require matching of some kind, e.g. matching the email domain of the reporter and the to-be-added request participant. JEMH-7019 - Getting issue details... STATUS