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A Jira SD Agent with no project roles can't comment publicly

Baybars Kumbasar

Hello,

I have a JIRA SD user with an agent license. He can login to the agent portal (not sure what to call it) and also of course to the customer portal.

From the customer portal, he can add comments to issues that has him as a request participant.

There is a SD project and he is not a "member" of that project. However, he was given the permission to comment on the issues in that project. He is now unable to add public comments to the issues within this project but he can add private comments only: I assume this is a default function/feature of JIRA SD but I'd like to know if I can somehow give him the permission to post comments publicly .

Accepted answers

Nic Brough -Adaptavist-

You don't give licences to users. They become agents (and then consume a licence) when you set them up to be agents in the application management.

This user is not set up as an Agent in that project. They are able to comment as they've got some access, but they're not an agent. Check the permissions and roles for the project.

All comments

Nic Brough -Adaptavist-

You don't give licences to users. They become agents (and then consume a licence) when you set them up to be agents in the application management.

This user is not set up as an Agent in that project. They are able to comment as they've got some access, but they're not an agent. Check the permissions and roles for the project.

Baybars Kumbasar

"You don't give licences to users. They become agents (and then consume a licence) when you set them up to be agents in the application management."

I add them to "jira-servicedesk-users" and that takes up an agent license, that's how they can be assigned to a project role. Maybe I did not use the correct words but you must be getting my point.

So, yes, the user does not have a "role" in that project but have the permission to "add comments" but I'd like the user to not only add comment internally, but also "share with customer". I'd like to know if it's possible.

Nic Brough -Adaptavist-

This user is not set up as an Agent in that project

Baybars Kumbasar

Okay, the question is: Can I make a non-agent communicate with a customer directly?

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