Internal Note Access limitation

[Alessandra Acquaviva]

Hello, 

Is there a way to make the internal note visible to only a specified team in Jira Service Desk? If so, how to do it?

We would like to avoid the attachments added in internal note to be visible to all the community. 

Thank you. 

Regards, 

[Mark Segall]

Hi @Alessandra Acquaviva and welcome to the community!

JSM is designed for Agents (users assigned the Service Desk Team role) and customers (Users who access via the portal).  So, if the user is not an agent, they typically should be treated as a customer.  This way they only have access to what is intended to be accessible to the customer.  

If you have users that are not agents, but need visibility, they could be set as Request Participants which will grant them visibility to portal facing data.

Otherwise, backend visibility is all-or-nothing as there is no mechanism for restricting visibility to specific comments.  Visibility is granted through the Browse Projects permission which is an all-encompassing permission to grant visibility to an issue and all its fields/comments on the backend.