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Setting further comment restrictions when using Service Desk

BenB_zw9ua0

For a non-SD project I am able to set restrictions on comments based on project role. For the SD enabled projects I am only given 2 options: Customer and Internal, where internal is defined as collaborators. I would like the ability to further restrict internal comments just as when SD was not enabled, but this option does not seem available.

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Paula Silveira

Hi Benjamin,

You can set comment permission on SD project by the same way you did for the other projects.

Access JIRA as administrator
Click on cogwheel icon
Select Projects
Search for the SD project then click on it
Click on Administration tab
Search for Roles (left menu) then click on it
There you'll see the roles and the users/groups on it
Search for Project Permissions (left menu) then click on it
Search for Add comments permission
Once you find it, remove the roles that should not be able to comment

This changes will be applied also for Service Desk, not only when you see the project as a normal JIRA project.

Thanks and regards,
Paula Silveira

BenB_zw9ua0

Hey, Paula.

Thanks for the prompt response, however I don't think we are speaking about the same thing. I am not referring to users being allowed to add comments, but the restriction on which users can read them.

In a non-SD project I am able to select which users are allowed to view the comment based on role:

Non-SD-Comment.png

However, for SD projects, this option to set a restriction based on role is not available, only "Respond to Customer" via the portal or "Internal comment" which is already set for agents and collaborators. No further restriction seems possible.

SD_Comment.png

Is it possible to keep the optional role-based restriction on SD-enabled projects?

Thanks again.

Non-SD-Comment.png

SD_Comment.png

mumms System Administrator

I have the exact seem requirement. For my example it's basically like this; I want to have the manager of a client's organization be able to view a ticket (via logging into JIRA) and be able to comment, but not see comments that are restricted to only my organizations employees.

mumms System Administrator

I would like to use SD but retain the comment permission granularity that is available on non-SD enabled projects.

ngocquangho

I finally find out a temporary workaround while waiting for official support from JIRA Service Desk:

Install plugin Comment Security Default: https://marketplace.atlassian.com/plugins/com.redmoon.jira.comment-security-default/server/overview
Configure the plugin global settings and enable:
- Add default for new Comments. Choose to limit to Developers group
- Enable Basic Comment Security for Service Desk
Back to the Service Desk project and assign only some group or specific users to the role Developers.

When comment on any ticket, we can now select comment security for Internal comment, with default is the Developers group.

Hope this can help.

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