How to prevent customer from viewing internal comments in service desk tickets

[Sara]

Hello All,

 I would like to hide internal comments in JIRA tickets from customer. In my organization, Service Desk team are having some internal discussions and they are adding comments as "Comment Internally", but our internal customers opened that tickets via main JIRA interface, they were able to see all internal and customer comments. Is there any option to prevent  internal customer to see internal comments. In software projects, we have that option to add by role and groups. Service Desk manager is very concern about these internal comments.

FYI, In my organizations, ,most of the users had service desk agent license.

[Dmitry Mironov]

Service Desk Agent role gives access to ALL information on the ticket,

Grand your customers Service Desk Customer role in the SD project.

This should make internal comments invisible.

[Nguyen Tran]

Do your customers have service desk agent license as well? Maybe go into project setting > people and check if your customers were added as service desk agents. They would be able to see all of your internal comment if they are in service desk agent role.

[Sara]

Ok @Nguyen Tran, it will not affect to other projects right ? And you want me remove service customer in service desk agent from users and roles in service desk IT project? Thanks much for help. Service desk manager is very concern about these internal comments, that’s why I am asking very clearly to prevent this.

[Nguyen Tran]

What I meant is removing the Service Desk agent role from your Customer. This won't affect other project because this is project level setting.

[Sara]

Hello @Dmitry Mironov and @Ingo Ehlers,

Do you want me to enable service desk customer role in the project? Could you please give some brief explanation on this, so I can try this option.  

Thank you so much for all your quick responses.

[Nguyen Tran]

I think you only need to clean up your project roles in project setting. Don't let your customer have the service desk agent role. They only need Service Desk Customer role to be able to access the portal, raise ticket and comment on it externally.

[Sara]

Hi @Ingo Ehlers,

   Yes, but our users sending support tickets via email and follow ups through main Jira tickets, so they are able to see service desk team and their managers internal comments.

[Sara]

Yes @Nguyen Tran, we have so many service desk projects , so that’s why we have license to most of the people , so other project agents also able to service desk support project internal comments.

[Ingo Ehlers]

Correct....

[Ingo Ehlers]

We use for our internal and external users as well the Portal. Saves licences costs and rumoring about internal comments. Internal comments are not shown in the Portal.