How to disable customer comments for 2nd and third support levels?

[Deleted user]

Hi,

All support levels are JSD agents but we have to restrict communication with customer for 1st level only.

2nd and 3rd support levels should not to communicate with customer directly.

Any idea how can we design that?

Thanks

[Jack Brickey · Accepted solution]

create a group called "Tier 1 Agents" (or whatever). Add this group to the Add Comment permissions and remove the "Service Desk Team" from the Add Comment permissions.

[Deleted user]

Hi,

Doing that, Service desk team can not add internal comments.

I want to disable customer comments only

Thanks

[Jack Brickey]

Sorry, i missed that detail. Internal and External comments are not delineated in the permission scheme. Please see/vote/watch this suggestion - JSDSERVER-5416