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Grant request participants permission to "add comments"

Michael Conz

I have added a user to a service desk request as an request participant ("Michael Conz (Privat)" in attached screenshots). If an agent ("Michael Conz" in screenshots) comments something the participant gets an email notification and if he replies to it, the server won't process his answer as a comment because the participant has no rights to add comments to this request.

What configurations do I have to change, to grant request participants the required permissions? We are using JIRA Cloud. I will attach some Screenshots that hopefully provide enough information to show the current configuration and errors.

Best regards,
Michael Conz

Accepted answers

All comments

Gabriel Senna

Hi Michael,

Looking at your screenshots, only the reporter, assignee or a user in one of that project roles, informed in the Permission Helper, have the ability to comment in the issues.

If you add the user to the "Service Desk Team" role, it should work and the user should be able to add comments.

Ben Hart_2blt8d

Really? the solution to allow request participants to comment on a request is to add them to the "Service Desk Team" role. That doesn't sound like a solution.

Jason Carter_06prkf

Doesn't adding someone to the Service Desk team add a Service Desk cost?

@Ben Hart did you find a resolution other than this?

Ben Hart_2blt8d

Hi @Jason Carter

Basically, the solution and explanation are as follows.

Atlassian doesn't intend for the ServiceDesk project to be accessed through Jira by the customer, Atlassian expects that customers should create/comment on tickets through the ServiceDesk portal only.

"Request participants" in Jira = "Shared with" in Jira Service Desk Portal.

Users who are added to the above fields should be able to comment on the incident through the Portal Only.

Personally, I think this is LAME! Since most employees are used to working within Jira, they shouldn't be forced to use the SD Portal.

Hopefully, this is addressed in a future update

Marina Veselić

Hi,

This is a problem also if a customer wants to send a comment with an email. Jira mail handler thinks it is commenting on the Jira issue and not the "portal ticket". So if the people don't have browse permissions on a Jira project, they cannot comment with an email. This is often not possible due to security reasons. Is there a way to grant the Request participants browse permissions?

Cheers,

Marina

Ben Hart_2blt8d

Hi Marina,

ServiceDesk has its own email configuration, separate to the mail handler.

While it's possible to route email to the Jira project using the mail handler, you will experience the issue you described.

It's frustrating that you can't use the mail handler, as it means you need to take up an additional email account for each ServiceDesk project.

More wasted $$

Cheers,

Ben

Marina Veselić

Hi Ben,

I know about the service desk email configuration and it does allow curstomers to comment, but I cannot customize it. Or I just don't know how??

We have a lot of services that send mail in our Jira system and they require different tickets being produced. And after that, people still want to comment on them through email which is perfectly natural.

Cheers,

Marina

Andre_Fourie

Hi Marina

Reading this thread now because we have the same issue. Did you manage to find out what roles (if any) should be assigned to the "Add Comments" permission in order for external participants (e.g. the client) to be able to reply on a ticket and for Jira Service Desk to add that reply as a comment on the ticket?

We don't use the portal. Our clients want to be able to reply to tickets via email but currently if they do this it creates new tickets in Service Desk as opposed to just adding it as comments.

Regards

Andre

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