Stop deleting the comments

Anwar

Hi, 

We are a new user of Jira Service desk and would like to know

1. How do I stop my Service Desk Agents to delete any internal comments in the project.

2. How do we make Project lead

3. How to get Status"Waiting for Customer", there are certain times, where we wait for further inputs from the customer and would like to know which tasks are waiting for the inputs from customer.

 

Thanks

Cody Stevens

Hey @Anwar

1. You would achieve this with the permission scheme of the project. You need to be Jira Administrator to edit the permission scheme.

• If you have this permission, you would access the scheme the project is using by going to Project Settings
• From there you would select the tab Permissions, near the bottom of the list.
• Then find the permission "Delete Own Comments, Delete All Comments, Edit All Comments" and grant/remove permissions as needed.

2. You would set this in the project settings. You need to be either a Project Admin or a Jira Admin.

• If you have one of those permissions, go to the project and access the project settings.
• From there you would go to the Details section.
• At the bottom of the page is the Project Lead user picker. You would select that and change it to the user who is the lead.

3. I don't have enough information to give you a full answer on this but you can achieve this is two different areas.

First the status needs to be configured in your workflow. Once the status is set up in the workflow, you can either manually transition it or use JSD's automation to automatically move it to that statues when a customer comments on a ticket.

To set up the automation, you would need to be at least a Project Admin. You would access the project settings and then go to the automation tab to create your automation.

 

Hope this helps!