users are unable to comment on tickets

Question

Some of our JIRA Service Desk users are unable to comment on tickets, including tickets which they created.

Thank you in advance!

Blaire Loczko · Answer

they can comment on the tickets ONLY if we send them a link to the customer portal.  If they just go ticket the "normal route" they can view it, but not comment on it.

Paula Silveira · Answer

Hi Blaire,

To add comments to an issue, the user must have both of the following permissions for the issue's relevant project:

* Browse Project project permission — to view the issue to be commented on
* Add Comments project permission — to add a comment to the issue.

If the user is just a customer he will need only Add Comments permission.

Also, please note that if these users are customers (with no JIRA access) then they will only be able to comment issues they reported and the ones they were addedd as participants.

Thanks and regards,
Paula Silveira

Benito Picarelli · Answer

Hello Blaire,

Could you elaborate a bit more? Are they able to see the ticket under "My Requests" and yet they can't comment? Can they access the ticket in any way? What about through Service Desk interface?