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Can collaborators(i.e JIRA users) make external comments on JIRA ITSM issues?

Ravi Tata_p7p5d0

We have a JIRA ITSM project, and have a support team that have users set up as Agents.
Our other team/s members(i.e developers) are given permissions as a JIRA team mebers so that they can collaborate on JIRA ITSM issues with our Support team.

I read this & i'd like to understand if sharing an issue with JIRA Team members will actually give them the ability to 'Add public comments in the portal'

See https://support.atlassian.com/jira-service-management-cloud/docs/jira-service-management-issue-shared-with-jira-team-members/

FYI -
My JIRA team members have permissions to add/edit and delete their own comments & this is working.
For an issue that is shared to them, they cant see the option to add a public/external comment

Accepted answers

Jack Brickey

Only agents can make public comments. Collaborators can only make internal comments

All comments

Jack Brickey

Only agents can make public comments. Collaborators can only make internal comments

Ravi Tata_p7p5d0

Thanks for your response @Jack Brickey
In the event where a Collaborator needs to respond to a customer(i.e via external comment), are there other options other than making them an Agent themselves?

Jack Brickey

None that I am aware of.

Marek Troschinski

Seems like now there is the option to mark a collaborator as a request participant. That way the collaborator can make public comments in the help center/portal.

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