Jira Service Management - Comment Visibility

Question

Hi

How can the "Viewable By" box be made visible on an issue when adding a comment for Jira Service projects please?

This is a screenshot from another instance of Jira for a Service project where the Share with customer and Comment internally options show along with the restriction:

Thanks

Steve

Rebekka Heilmann (viadee) · Answer

Check out this article that provides 2 Workarounds: The Comment restriction by project Roles is unavailable in Jira Service Management Tickets | Jira | Atlassian Documentation

Steven_Kitchen_liquidlogic_co_uk · Answer

Thanks for your reply.

It's set to Groups & Project Roles, the problem is the option to restrict just doesn't show up at all on a Service project but it must be possible because the above screenshot shows it on a Service project, I just can't get it to work like that in our other instance

Thanks

Steve

Rebekka Heilmann (viadee) · Answer

Hi @Steven_Kitchen_liquidlogic_co_uk and welcome to the Community,

Are you the Jira admin and can you check to what the "Comment visibility" setting is set to?

Jira Settings > System > General Configuration for "Comment visibility"
it should be either "Groups & Project Roles" or "Project Roles only"