Can't reply directly to the Client raised tickets.

Question

My admin added me as a user in Service Project. Initially I don't have admin access. Later I got the admin access, still I couldn't reply directly in the comment to the client. I only have limited access until now even after I got the full admin access.

Kai Becker · Answer

Hi @fathima-humaira-cader_nanomatrixsecure_com

in addition to Walters answer I would say you are missing the first part.
If added to a JSM project without a JSM license and only having another license like Jira Software, you will be a collaborator. This type of users is only allowed to add internal comments.

Walter Buggenhout · Answer

Hi @fathima-humaira-cader_nanomatrixsecure_com and welcome to the Community!

To be able to reply to customers in Jira Service Management, you need:

* product access to JSM. That is usually the case if you are site/org admin, but do check if you have user access to the product.
* also be added to the Service Desk Team role in the JSM project itself.

The first grants you an agent license to use JSM, while the second ensures that you can act as an agent on that specific project.

Hope this helps!