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Disabling the feature to let anyone make an internal comment

Christian_skb0hh

Hello Everyone!

I'm working on modifying our Jira Service Management project and I've hit a bit of a snag. I want to make sure that reporters (our customers) can reply to comments on their tickets directly through Jira (not just through the customer portal), but I don't want them to be able to add internal notes. Right now, they can only add internal notes, which isn't what we want. Can someone guide me on how to configure the permissions so that reporters can only add public comments and reply to comments, but can't add internal notes? I think I might need to adjust some roles or permissions, but I'm not exactly sure how to do it. Any help would be greatly appreciated! Thanks in advance!

Accepted answers

Christian_skb0hh

So this was to make it so internal comments weren't visible to customers who submitted to a service management project. This has been accomplished. Typically people submitting tickets will need to use the service portal. But we had it set up so 'reporters' could browse the project, but used issue security on each ticket so reporters could only view the tickets they submitted. Then we ran a script so the internal comments made were also hidden to people working on the project via a role. Hopefully that makes sense. The catch is only people can make internal comments when commenting on the ticket from the project, but the functionality is still the same as a comment.

All comments

Adolfo Casari

@ChristianThey need an Agent license to add public comments. Howerver it's hard to understand your requeriment. Customers should use the portal for commenting, not Jira.

Christian_skb0hh

Xavier

Hi Christian,

I'm interested in understanding whether your fix could be used to achieve the opposite outcome. Effectively, all communication about a ticket is managed by "Public notifications" (over email) to our customers, who are the Reporters of our issues.

We have a team of agents that can either "Reply to customer" or add "Internal comments". In some cases, we may need to tag other members of the team to comment on a particular issue for approval, feedback, or escalation purposes. This could be as many as 50 people or more, and my concern is that I would need to train all of these people on the proper use of "Internal comment" and NOT to use "Reply to customer".

My preference would be to disable "Reply to customer" for "non-agents" so that they can only leave internal comments. We cannot simply disable the rule to notify the "Reporter" when a "Reply to customer" notification is added, because that's how we want to manage all of our communication instead of using email. Any ideas?

Thanks in advance!

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