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Non-CSD agent user made internal comment in but was seen by external customer!

A Jira software user (who's not customer service desk agent) commented on a CSD issue where the "Add internal note" button is missing (It was there before). He made a comment thinking it would still stay internally since he's not an agent, but in fact it went externally and seen by the customer.

This is a big issue as the note is not supposed to be seen by customer. Anybody know what could be the glitch and how to solve this problem? Thanks!

1 answer

0 votes
Angélica Luz Atlassian Team Wednesday

Hello Elizabeth,

Thank you for reaching out to Community!

Internal users that don’t have a service desk license, are able to add only internal comments when they are watchers.

For public comments, the person must be the assignee, reporter, participant or part of an organization.

Can you please check if the Software user was not added as a participant or if he is not part of an organization in the project?

If he was just the watcher, please let us know:

  • Is it a next-gen or a classic project?
  • If it’s a classic, was he using the new issue view?
  • If he accesses another ticket, does he see the option for internal and public comment?
  • Can you add another Software user as a watcher and check what options they see on the ticket?

Regards,
Angélica

Hi Angelica,

Thanks for trying to solve our problem! Here's what we found:

  • It's a classic project
  • Yes he's using new issue view
  • He can see "Add internal note" in another ticket but not public comment, same thing to another CSD project, he can only add internal note but not to external customer.
  • Another software user who has the same access permission can only send internal note, and that's how it supposed to work.

Looks like this issue only happen to that particular ticket.  

Hope these can help you figure out what could be the problem. Thanks!

Regards,

Elizabeth

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