Inconsistent comment visibility for participants

Jacek Choroszewicz

Hey all,

 

We've been using Jira Service Desk for quite some time now. Usually we've manually added developers as participants into the service desk issue for them to look upon them, create their own tasks in projects and work on it. We usually communicate through internal comments on the Service Desk issues.

Lately, one of our customers has answered our developer comment, which was odd, cause we were sure our developers cannot leave public comments (as they do not have Service Desk accounts). We discovered though, that when we are adding developers as participants - they can login through customer portal and leave public comments through it. Even though, when logging through JIRA they don't have that option (they can only leave internal comments).

Is this what's supposed to happen?

Jack Brickey

Check the customer list of the project. If your developers are “customers” then they certainly can make comments as “customers” and all participants and reporter can see each other’s comments. Now, IMO you should not be listing developers as customers so that they can participate. Rather, you should provide them browse, comment permissions. You can create a group or role for the developers and assign the group/role the necessary permissions.