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Configure project Management Service only agents can add internal notes

Alejandro Pérez_osbwcl

Currently I have it configured so that all users can comment, the problem is that users confuse internal notes with comments, I want only project agents to be able to add internal notes but I can't find how to do it from the project permissions.
Could you help me?

Sorry if this question has been asked before, I haven't found anything similar.

Thank you.

Accepted answers

Teja_w7r693

Hi @Alejandro Pérez

Welcome to Atlassian Community!

Please add the users to the service desk customer role and agents to service desk team. so that the users can only add comment in the portal and will not be able to add internal comment as shown below - a30392be-300e-4398-86b8-e35bb22b846b.jfif

Thanks,

Tejaswini

Alejandro Pérez_osbwcl

We currently do not work with the Portal, users create tickets for us because they are Jira Software users, users create tickets from the Create button, select our project and browse our project to see their tickets. They have permission to see the tickets and navigate our project.

I don't know if there is something to block them from adding and seeing internal notes, we want them to only be able to add comments and not be able to see the internal notes of the agents.

Captura desde 2023-09-22 09-28-55.png

Thanks a lot.

All comments

Teja_w7r693

Hi @Alejandro Pérez

Welcome to Atlassian Community!

Thanks,

Tejaswini

Alejandro Pérez_osbwcl

I don't know if there is something to block them from adding and seeing internal notes, we want them to only be able to add comments and not be able to see the internal notes of the agents.

Captura desde 2023-09-22 09-28-55.png

Thanks a lot.

Teja_w7r693

Hi @Alejandro Pérez

If the users have access to the Jira Service Management as a agent, they will be able to see the internal comment. if the users has assigned, service desk customer, They will not have access to Jira tickets since they don't consume license and only way is to track the ticket is in portal or through email.

If the user have access to Jira Service Management product(consuming agent license) there is no way you can hide the internal customer comments.

Thanks,

Tejaswini

Alejandro Pérez_osbwcl

Hi @Teja

The users hace access to the Jira Service Management because they have Jira Software License, we add the jira-users for they can see the project of Jira Service Management and they can create their tickets, but they are not Jira Service Management agents.

Users Jira Software -> Can add tickets and browser project Jira Service Management
We want they can coments their tickets, but can not add or see internals notes.

Users Jira Service Managemet -> (Agents) can add and see internals notes.

I don't know if I explained myself correctly.
Thanks

Teja_w7r693

Hi @Alejandro Pérez

By default, Jira Software users cannot access Jira Service Management(JSM) projects unless and until they have the JSM license assigned to them. if the license are assigned to them they become agent and have access to JSM projects.

I suggest you to add those users to JSM project as a customer and not assign agent license to them. They can just track there tickets in portal and only comment where as the agent who has access to project can track the tickets and add internal and reply to customers(users).

Hope this clarifies.

Thanks,

Tejaswini

Teja_w7r693

Hi @Alejandro Pérez

Kindly accept the answer if it helped you.

Thanks,

Tejaswini

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