Comments made from Jira Software appear to in Jira Service Mgmt Portal

marven massey

Hi there, 

We are looking at Jira Service Mgt, specifically JIRA Customer Portal.  A number of these issues are assigned to internal teams that are NOT customer facing.  However, we want to add the ability for some of these/all comments to be displayed to customers.  These are not "agents" but use Jira Software.

We could not find an easy way to do this or even if it's possible.

thanks!  

Hamza Chundrigar

Hi @marven massey 

Welcome to the Atlassian community!

Assuming your Jira Software projects are on the same site as your Jira Service Management (JSM) projects, then the Jira Software (JSW) licenses allotted to your JSW-only users would be able to view and make internal comments on JSM projects.

Although, its important to note that by default Jira Software users are not able to view and comment on Jira Service Management requests in the portal or issues within the JSM project. However, this can easily be sorted by changing the permissions schemes to support collaboration between service project agents and Jira Software users.

(See this article for more details)

By giving your JSW appropriate permissions, your Jira Software users will be then able to:

• View issues in service projects.
• View linked service project information from their Jira Software projects.
• Add internal comments on service project issues.

If your JSW users need the ability to comment from within the service project issue view itself, then this is not possible unless they are provisioned with a JSM license. A way to circumvent this is to add your JSW-only users as customers and add them as a request participant in the JSM Ticket/requests. People who have the request shared with them can interact with customers in the portal. This would allow your JSW only users to add public comments from the Portal itself (which isn't the same as commenting from the internal issue view within the service project but they would still be able to comment on issues addressing the 'customer'.) Some other things they would also be able to do is add attachments in the portal, view requests and transition the request through its workflow from the portal view.

Some articles that I would recommend taking a look at:

• Best practices for managing escalations
• Working on bug reports with Jira Software teams (bunch of articles here)
• Jira user permission to comment on service project issues

I hope that helps.

Best,

Hamza