Service Desk Customers cannot comment externaly after the ticket has been escalated

[Дмитрий Ивонин]

Hi there,

We using Jira Service Desk with such business-process: We have Line one (L1) support who have to solve tickets no longer than an hour, if it necessary to spend more time for resolving, they escalate ticket to Line two (L2) support. The problem is: Customers can see external comments, but cannot comment. There is no such problem on L1, only on L2 (after escalating). I tried to configure permissions in different ways, but problem still exists. Need help!

Regards, Dmytro.

[Tansu Akdeniz · Accepted solution]

Hi @Дмитрий Ивонин ,

Welcome to community.

Do you have a single workflow? And representing L1 and L2 with different statuses? 

If customers can comment on L1 but can't comment on L2, there should be a workflow property on L2 status which disables comments for customers. You have to remove it.

Regards.

[Дмитрий Ивонин]

Hi @Tansu Akdeniz !

Thank you very much for the answer! Although I could not follow the link, but I figured out, there really was a disable status on comments. Your answer was very helpful!

Regards.

[Tansu Akdeniz]

You are welcome @Дмитрий Ивонин