A user with "Edit Own Comments" is unable to edit their own comments

[Christine Kihanya]

I've come across a weird scenario. A user's project role has been granted the "Edit Own Comments" permission, yet they are unable to edit their own comments in the project. I've even checked the permissions helper and it says that the user has those permissions. No additional properties set on the project or issues

[Joseph Chung Yin]

@Christine Kihanya -

Hi there:

For the specific user, can you confirm that he/she has granted with an agent license since it is by default that one will need to an agent license to be able to edit issue's comments via the project UI?

Secondly, his/her project role is actually called out in the permission configuration scheme of your specific JSM project?

Please advise, so we can assist you further.

Best, Joseph Chung Yin

[Christine Kihanya]

Hi Joseph, 

I haven't heard of an agent license - how would I check that? If it helps, the user is able to add comments to the project because their role has "Add Comments" permission as well. 

On the 2nd question, yes her project role is called out 

Thanks

Christine

[Joseph Chung Yin]

@Christine Kihanya -

Since your are the site admin, you can access the Clog wheel symbol for Atlassian Administration section to check if the user is a member of the agent group - By default it should be something like "jira-servicemanagement-users-<sitename>".

If he/she is not in the group, then they are not agents.  Which means that he/she cannot access the issues via the project UI by default.  They are accessing the issues via the portal UI only.

Can you advise if he/she is accessing the project UI for issues?

Best, Joseph

[Christine Kihanya]

Hey Joseph, 

I'm not a site admin so I don't have that access. However, if by your definition an agent has access to the projects, then I can safely assume that they are agents. The users can see the project issues and interact with them within the permissions of their assigned project role, i.e. Edit, Transition, add comments etc. The only permission that doesn't seem to be working as expected is "Edit Comments"

To answer your question, yes, they are accessing the UI for issues

[Joseph Chung Yin]

Hi Christine:

Thanks.  Are the user trying to edit her own comment(s) and not able to?  Or, she is trying to edit comments made by other users?

If she is able to conduct all other operations - Example update the issue's fields via the project UI, then she should already have the agent license already.

Can you take a screen shot of the Commenting section setup from your project's permission configuration screen?

Best, Joseph

[Christine Kihanya]

Hey Joseph, they are trying to edit their own comments - Here's an example comment on the project and there is no edit option

[Christine Kihanya]

The root cause turned out to be properties set in the workflow to deny edit of own comments in specific statuses