nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Non-CSD agent user made internal comment in but was seen by external customer!

Elizabeth Wong

A Jira software user (who's not customer service desk agent) commented on a CSD issue where the "Add internal note" button is missing (It was there before). He made a comment thinking it would still stay internally since he's not an agent, but in fact it went externally and seen by the customer.

This is a big issue as the note is not supposed to be seen by customer. Anybody know what could be the glitch and how to solve this problem? Thanks!

Accepted answers

All comments

Angélica Luz

Hello Elizabeth,

Thank you for reaching out to Community!

Internal users that don’t have a service desk license, are able to add only internal comments when they are watchers.

For public comments, the person must be the assignee, reporter, participant or part of an organization.

Can you please check if the Software user was not added as a participant or if he is not part of an organization in the project?

If he was just the watcher, please let us know:

Is it a next-gen or a classic project?
If it’s a classic, was he using the new issue view?
If he accesses another ticket, does he see the option for internal and public comment?
Can you add another Software user as a watcher and check what options they see on the ticket?

Regards,
Angélica

Elizabeth Wong

Hi Angelica,

Thanks for trying to solve our problem! Here's what we found:

It's a classic project
Yes he's using new issue view
He can see "Add internal note" in another ticket but not public comment, same thing to another CSD project, he can only add internal note but not to external customer.
Another software user who has the same access permission can only send internal note, and that's how it supposed to work.

Looks like this issue only happen to that particular ticket.

Hope these can help you figure out what could be the problem. Thanks!

Regards,

Elizabeth

Angélica Luz

Thank you for the information, Elizabeth.

I tested here using a user with only a Jira Software license and added in the role Developers.

For the tickets on an SD project, only the internal comment was available. Then, I added this user as a Participant and shared with an Organization where the user was part of and the only option for comment was still “Internal note”.

The difference, in this case, was that the user was able to see the ticket in the portal and also they receive customer notifications, which when replied it adds a public comment.

Can you please confirm if, on this ticket, the user was not added as a participant and, if the ticket was shared with an organization, check if he is not part of this Org.

Also, confirm if he used the agent view and not the portal or notification to add the comment.

Elizabeth Wong

This software user, Marco, is indeed a participant, but he isn't in any organization in the SD project. When he replied he's not using the portal. However another user who's also a participant can only comment internally. The screenshot below is what Marco sees when he comment. There's no "Add internal note" indication and after he comment it will go public.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk

jira-service-desk-cloud