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A user with "Edit Own Comments" is unable to edit their own comments

Christine Kihanya

I've come across a weird scenario. A user's project role has been granted the "Edit Own Comments" permission, yet they are unable to edit their own comments in the project. I've even checked the permissions helper and it says that the user has those permissions. No additional properties set on the project or issues

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Joseph Chung Yin

@Christine Kihanya -

Hi there:

For the specific user, can you confirm that he/she has granted with an agent license since it is by default that one will need to an agent license to be able to edit issue's comments via the project UI?

Secondly, his/her project role is actually called out in the permission configuration scheme of your specific JSM project?

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Christine Kihanya

Hi Joseph,

I haven't heard of an agent license - how would I check that? If it helps, the user is able to add comments to the project because their role has "Add Comments" permission as well.

On the 2nd question, yes her project role is called out

Thanks

Christine

Joseph Chung Yin

@Christine Kihanya -

Since your are the site admin, you can access the Clog wheel symbol for Atlassian Administration section to check if the user is a member of the agent group - By default it should be something like "jira-servicemanagement-users-<sitename>".

If he/she is not in the group, then they are not agents. Which means that he/she cannot access the issues via the project UI by default. They are accessing the issues via the portal UI only.

Can you advise if he/she is accessing the project UI for issues?

Best, Joseph

Christine Kihanya

Hey Joseph,

I'm not a site admin so I don't have that access. However, if by your definition an agent has access to the projects, then I can safely assume that they are agents. The users can see the project issues and interact with them within the permissions of their assigned project role, i.e. Edit, Transition, add comments etc. The only permission that doesn't seem to be working as expected is "Edit Comments"

To answer your question, yes, they are accessing the UI for issues

Christine Kihanya

The root cause turned out to be properties set in the workflow to deny edit of own comments in specific statuses

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