Service Desk user who only can comment

Question

Hey everyone!

We're looking for a way to configure a JIRA Service Desk project so that 'some' (external) users only can comment on existing tickets that are shared with them via 'internals', but can't create new tickets.

The way we imagine this is that an Agent or another internal person creates issues. But the 'external' users shall only be able to contribute by commenting.

Configuration-wise we can separate the groups (internals/externals) by Active Directory groups. We've assigned them to the rolls Service Desk Collaborators (--> externals) and Service Desk Customer (internals). Then we tried to find our ways with the Permissions. But that doesn't work as (a) you always have to give the externals the 'Create Issue' permission to be able to share with them a ticket - but then the users can create a ticket, which is not wanted. And (b) you have to work with Service Desk Customer - Portal Access permission, which we had to remove and get the error message that the Service Desk is not configured properly.

Does that ring a bell for anyone who had something similar?

Best,
Norman

Norman Walter · Answer

Hey Susan,

thanks for sharing. Even though I'd hoped there's a solution already.
Voted for it.

Best,
Norman

Susan Hauth _Jira Queen_ · Answer

Hi Norman,

This isn't a solution but an agreement that yes, that's the way JSD works.  There is no such  collaborater only role at this time.   Although I think it's a good feature.  In fact I think it was raised already and you might want to vote on it:

https://jira.atlassian.com/browse/JSDSERVER-4478

Hope that helps

Susan