How can customers/users post comments from the view screen to the customer portal view?

Question

How can I allow customers without a Jira Service Desk license to post comments from the view screen to the customer-portal? Currently customers are only able to leave internal comments. They do not have access to the "Share with Customer" button. However, I would like them to have the ability to post comments from the view screen that will show up on the customer portal?

Any help would be greatly appreciated!

Angélica Luz · Answer

Thank you for the details, Connor.

Testing on my local site, I was able to replicate the same behavior. When allowing public access to Browse Projects and Add Comments, anonymous users will be able to only add internal comments, and also internal comments will be visible to anyone.

There is a feature suggesting that this type of comment shouldn't be visible to the public:

* Internal Comment should not be visible by anonymous user

With that said, I was able to confirm that only licensed agents will be able to share comments with customers to be visible on the portal.

When we add a collaborator to a project, for example, someone licensed from Jira Software, this person will be able to add internal comments only. Agents are the only people allowed to share a comment with customers, so even opening the project, people that are not licensed agents won't be able to add a comment to be visible in the customer portal.

How can I allow these reviewers to leave comments from the admin view (view screen) that show up in the customer portal?

It will not be possible unless they are licensed.

A workaround would be adding them to an Organization or as Request participants, so they will have permission to access the ticket through the customer portal and add public comments.

Connor_Richardson · Answer

@Angélica Luz Thank you for the response. I have the browse project permissions for my service desk set so that the entire company can view open issues. (This allows everyone to view the admin view, the view screen, for each issue.) We want complete transparency into all issues within our Service Desk project.

For context, I use my service desk at a tech company to guide teams with new ideas for the website and app to our service desk to submit a request form for their new idea. Based on the fields completed on the request form, I guide these teams to specific meetings (statuses) with specific approvers. Our service desk is very transparent, because hundreds of stakeholders review new ideas and add comments. Not everyone viewing each issue has access to the customer portal, because they are only reviewing the Intent. Therefore they can only access the admin view (view screen) to add comments. How can I allow these reviewers to leave comments from the admin view (view screen) that show up in the customer portal?

Angélica Luz · Answer

Hello Connor,

Thank you for reaching out to Atlassian Community!

I'm not sure I understood correctly your question, so I would like to clarify to make sure we are on the same page.

Customers without a Service Desk license have access only to the customer portal and they can only add public comments to the ticket.

The screenshot that you posted is related to the agent view, where they can share comments with customers or add an internal comment that won't be visible on the portal.

Customers indeed won't have access to the "Share with customer" because this is only for internal licensed agents. Any comment added by customers in the portal will be visible to the reporter, participants, and also for licensed internal users that have permission on the project.

Please, give us more details and also the steps to replicate the issue.

Regards,
Angélica