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Share with customer option

QA McCann

Hi.

Hopefully someone has an answer to this.

We have a service desk project where I would like an individual to be able to be assigned a ticket (so will become a Service Desk Agent) but only be able to comment internally on the ticket (and not be able to comment so that a customer can see it).

Does anyone know if this is possible?

Thanks!

Accepted answers

Raynard Rhodes

It doesn't appear to be an option. You can vote for this issue to bring the attention to Atlassian.

https://jira.atlassian.com/browse/JSDSERVER-4591

All comments

Raynard Rhodes

It doesn't appear to be an option. You can vote for this issue to bring the attention to Atlassian.

https://jira.atlassian.com/browse/JSDSERVER-4591

Chris Nicosia

@QA McCann if you just need the user to be able to comment internally, you may not need to make them a service desk agent. here is how you do it: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-limitedInvolveJiraSoftwareorJiraCoreusers

QA McCann

Thanks for the reply. Looks like it's been a known issue for a while.

rio197

I've just found the way to do this: Give the individual the role of "Service Desk Team" using the "Users and roles" page of your JIRA Project.

For as long as the user is a member of the "jira-software-users" Group, i.e. holders of the JIRA Software license, your user will be able to view the Issue just like a full-fledged service agent with the exception that they will only be able to post internal Comments.