how can service desk customers make public comments in kanban board

Question

hi,

I have created a kanban board in jira service desk project and allowed a group "SVD customers" to view created tickets. When the customer logs into jira to view kanban board, they can view the tickets. But for adding comments by customer, it allows only internal comments. No public comments can be added from kanban board. That means these comments can not be viewed in customer portal.

Is there any solution to this? That is, comments added by customers in kanban board should be treated as Public instead of Internal.

regards,

Sandeep Upadhya

Sandeep Upadhya · Answer

hi Jack,

ok. thanks for your clarification. But when customers reply on Outlook email to any notification received on the ticket those comments are treated as internal as well. that is, in order to make public comments the only viable option is to comment through the portal.

regards,

Sandeep

Jack Brickey · Answer

Correct. A couple of things to note. First "Customers" cannot access JSD except via the portal unless they happen to have a JSW user account in the same instance and you give them browse/comment permissions. I'm guessing this is what you have done with SVD Customers group, i.e. these customers are internal and have JSW accounts. To make public comments via the application the user must be an Agent (requires a JSD license). JSD Customers can make public comments via the portal or email.