Hide internal comments for developer role

Question

Hello together,

I have the following situation:

Two service desk projects (let's call them A and B) .

"Customers" create tickets in project A via the portal. Service Desk Members of project A then have the possibility to clone them into project B. This is done by using the Elements Copy & Sync (formerly Exocet) plugin (via workflow transition). For that the Service Desk Members of project A need the rights to create tickets in project B and therefore have the Developer role in project B (if they don't have the developer role the creation of tickets in project B fails).

The problem now is that they can add and read internal comments of project B (which they should not be able to).

I am now looking for a solution to let them only create "external" comments and not read internal comments but I am not sure how to achive this.

Is there a role which lets them create tickets but not add internal comments?

Or is there any other good solution for this?

Thanks a lot

Johannes

Erick Molina · Answer

We have a similar setup. In our situation, we have the need to give a user access to view the issue and comments (not internal comments). There's no way to do this?

Johannes_q1xvw4 · Answer

Hi Mike,

I see your point.

We will leave it as is for now.

Thanks for your ideas.

Mike Bowen · Answer

Hi JR,

I am not aware of a permission that can do that, but think about this first. What if the developer in project B wants more information from the Agent, the DEV can mention agent in his internal comments and the Agent can respond (internally) in project B, isn't that a good thing?

The same can be said for the DEV, adding an internal comment to the Project A request. Why should there be a barrier?

Having barriers = delays.

-Mike