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How to activate (internal) comments only for Developers / Service Desk Team?

H K_4o5qpi

Hello,

after our customers (b2b) were saddened not to be able to use dashboards and reports and the filter functions for the tickets in the customer portal are really insufficient, we decided to release one agent account per customer. The agent has only the role of service desk customer, he has neither the role developers nor service desk team. Nevertheless, the agent is able to see internal comments in JIRA. So we really would like to prevent that.

Is there any way to make internal comments visible only for the role of service desk team or developers?

Thanks in advance.

Accepted answers

Susan Hauth _Jira Queen_

Hi Heike,

We have a similar situation, however I grant the non-agents (customers) browse permission in jira and they are able to filter, view, search all the issues. But as non-agents, they should not be able to see the internal comments.

Try that?

All comments

Susan Hauth _Jira Queen_

Hi Heike,

Try that?

H K_4o5qpi

Hi Susan,

thank you for your reply. Could you please explain that more precisely.

I tried to change the permission but after that I always get the following warning:

Susan Hauth _Jira Queen_

Hi Heike,

Service desk ALWAYS says it's an error on the permission scheme whenever you make any changes that aren't their out of the box permissions. I dislike this "feature". I close my eyes and ignore it.

So what I did was I put my "customers" into the role of Users. They are also still in the Service Desk -Customers role as well as I still want them to use the portal for most of their interaction.

ANd I granted "Browse " Permission to role Users. It's pretty safe.

Hope that helps....

Susan

H K_4o5qpi

Hello Susan,

with "role of Users" you mean the project role "Service Desk Team", don't you?

So I added my customer to this role, but he is still not able to access Jira view.

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