Is it possible to allow customers in a custom field access to internal notes?

Question

Hi all,

We have a use case where we'd like JSM Cloud customers who are added to a field on an issue (Approvers) the ability to view internal notes.

In our scenario, JSM agents will add Approvers to issues, these Approvers are configured as Service Customers. When a customer is added as an Approver, we want them to see Internal Notes.

Thanks,

Andrey

Max Foerster - K15t · Answer

Hmm, okay. But it's challenging to make this kind of comment available to a user that's only a portal-user in the JSM portal. I think if you're stuck to the portal, then you have no options to achieve this in the same issue/request. You cannot introduce a new layer between

* the "regular customer user" who only sees public comments,
* the "approver customer user" who also should see internal comments in the portal (while the customer users don't see them)
* and the agents/collaborators with access to the internal comments.

Andrey · Answer

Hi @Max Foerster - K15t yes, I am referring to Internal Comments. As opposed to the "Reply to Customer" comments which are public.

In our case, we have people from our org (same domain as agents) set up as "customers" so they can be selected as Approvers, and they can see Internal Comments. But we have another type of customer who is not in our org (different domain), but also needs ability to view Internal Comments which regular external customers cannot see. We cannot give them Service Desk Team access because this will explode the number of licenses we need, and all they are doing is Approving certain tickets.

Max Foerster - K15t · Answer

Hi @Andrey

Are you referring to internal comments? As long as the users are only customers in that project, it will not work. To access internal data, a user must at least be a so-called collaborator, not a licensed agent. That would mean you have to add them to the Service Desk Team project role (easiest solution). As your customers are not users of your site, this won't be possible unless you want to give them product access.

Best, Max