JSM Portal Comment Box Hidden For a User

[Mathew Lederman]

Somehow the JSM Portal Comment box is hidden for a user and I have no idea how/why. The user is a part of a JSM organization that's designated as a customer.

The project settings for Add Comment permission include "Service Project Customer - Portal Access"

Other non-admin users are able to see the comment box, and this project has been around for 5+ years. 

User's View

My view

[Victor Law]

Hi @Mathew Lederman

Based on the behavior, I suspect a workflow property configured in the workflow restricts the client project role from commenting on a specific status.

Perhaps you can check in the workflow properties with the step as documented:

https://confluence.atlassian.com/jirakb/restrict-customers-from-adding-comments-using-workflow-properties-1387597404.html

Thank you.

[Mathew Lederman]

There are no properties on the current status, and the only properties on any available transitions from this status are:

• servicedesk.customer.transition.resolution
• servicedesk.customer.transition.active