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Customer is not able to add comments to project (Jira service management) as field is not visible!

Maria Stancheva

Hello,

For some projects, although all permissions are set up correctly and workflow stages are made visible to customer, they are not able to add comments or view workflow, if added as service desk customers or group.

Comment field becomes visible on the old view, but not on the new one. Workflow cannot be made visible. We would like to add conditions to the workflow but we are struggling to make this visible at all to the customers (either added as service desk customer or a group).

lease advise!

Thank you,

Maria

Accepted answers

Jack Brickey

Customers can comment on issues either from the portal or via email by responding to the Jira notification associated with a particular issue. Your post seems to be referring to the application side interface that is only available to licensed users. Please clarify.

All comments

Jack Brickey

Maria Stancheva

Hello,

Thank you for response. I mean that customers have been given access to their project on the Jira service management as they were not able to view and comments on tickets on the portal that they are not the requestors for.

So now they are able to see also internal comments and add comments on the project. However, the latter is not currently accessible for some projects.

Is this clearer?

Jack Brickey

It sounds like your “customers“ are actually licensed users such as JSW. Is that the case? Otherwise without a license a user cannot login to the Jira instance.

Ultimately what is your goal? Do you want these customers to have access to the issues only via the portal and email? If so make sure that your internal customers do not have browse permissions to the project. Further if you want users to be able to comment on issues reported by others then you need to incorporate organization feature and group your customers within an organization which will allow users to share their issues with other users in their organization.

Maria Stancheva

Yes, they are licensed users. They would like to be able to view all tickets and comment on those, no matter if those are shared with them or not. So, we have granted them access to browse the project as portal is limiting this functionality.

May you please advise how they can add comments on the project? We would like to keep their access as service desk customers (either on ind level or group level).

Thank you!

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