Collaborators With Need to Comment to Comment to Customer

[Matthew Scott Surprenant]

When adding users as collaborators, they can only post comments internally on tickets, whereas general users who are participants can make comments to the reporter.  It seems odd adding a user to a project role reduces access.  

Is there a workaround for this?

[Manon Soubies-Camy _Modus Create_]

Hello @Matthew Scott Surprenant and welcome to Community!

Collaborators indeed have reduced permissions since they do not have a Jira Service Desk license. They only have a Jira Software or Jira Core one, hence they are not agents and can't reply directly to customers. Here's the documentation: Collaborator

If you're on Server, you could use the third-party app Exocet as a workaround, see this tutorial: Synchronise comments between a JIRA Software and a JIRA Service Desk project

Hope this helps,

- Manon

[Matthew Scott Surprenant]

Before venturing into a technical solution, am I incorrect in my presumption removing Collaborator access and adding the same user as a participant would solve part of the issue.  This is because they'd be able to comment and add attachments without the internal restrictions.

https://confluence.atlassian.com/servicedeskserver032/adding-request-participants-828800761.html

However, removing collaborator access would result in our departmental liaison losing visibility.

Is there a happy medium that can be met by adjusting rights or is the only solution technical?

[Manon Soubies-Camy _Modus Create_]

A participant could indeed add comments and attachments, but only on the customer portal. Could you describe what you want to achieve so that we could think of a solution? :)

In the meantime, here is a couple of articles that can help you start with Jira Service Desk:

• Jira Service Desk – Don’t be afraid, the journey begins with curiosity!
• Jira Service Desk – Who does what?

[Matthew Scott Surprenant]

Greetings, 

The solution that worked for me was to add the Collaborator as a User as well.

[Matthew Scott Surprenant]

It seems that only worked briefly.  Is there a role similar to Collaborator that allows the user to comment on tickets they're added to but doesn't grant them the ability to reassign tickets, transition statuses, etc?

[Matthew Scott Surprenant]

Hello again!  It seems this solution has only worked for the short term.  Is there a permission that allows a user to comment to all but not make modifications to ticket statuses and change assignee?