Normal users are making comments that show as Internal in a Service Project

Tom Horton

We have four service desk users that have licenses assigned to them to handle service requests. We normally can add Internal comments so we can communicate more technical issues with a request. This is great, it hides the more technical problems from users. 

The issue I have sometimes is that non-support users is able to add a comment that ends up as Internal. How is this possible? 

Thanks!

Tom

Mikael Sandberg

Anyone that have access to Jira and can access your JSM project can view the requests and add internal notes. Check your permission scheme for the JSM project to see if you allow anyone to browse the project. The default is to only allow the project roles Administrators, atlassian-addons-project-access, Service Desk Team, and Service Project Customer - Portal Access (so customers can access the project from the portal) to browse a JSM project.