User can't make comment when closing tickets.

Question

I have a user that is trying to leave internal comments when they close a ticket isn't being allowed.

The user goes to close out a ticket and the internal comment section isn't allowed. The external comment section is populated with their initials inside of a circle.

They have restated their browser and cleared cache/cookies.

Has anyone seen this behavior, or know how to correct it? As far as I can tell only 1 user is being affected.

Thanks!

Bekkah Crisp · Answer

Hi Ismael,

Yes, this worked for the user until this afternoon. Nothing was changed on the users account, so the permissions, license, etc should all be good. All other users with the same permissions are not having the issue.

Best,
Bekkah

Ismael Jimoh · Answer

Hi @Bekkah Crisp

I will check what is the difference between the impacted user and other users who are not impacted.

Specifically, license, roles and groups and permissions.

This will normally help you narrow down what is going on. May I also ask if this ever worked for the impacted user before? If yes, what changed recently?

Regards