Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,366,357
Community Members
 
Community Events
168
Community Groups

Can collaborators(i.e JIRA users) make external comments on JIRA ITSM issues?

We have a JIRA ITSM project, and have a support team that have users set up as Agents.
Our other team/s members(i.e developers) are given permissions as a JIRA team mebers so that they can collaborate on JIRA ITSM issues with our Support team.

I read this & i'd like to understand if sharing an issue with JIRA Team members will actually give them the ability to 'Add public comments in the portal' 

See https://support.atlassian.com/jira-service-management-cloud/docs/jira-service-management-issue-shared-with-jira-team-members/

FYI - 
My JIRA team members have permissions to add/edit and delete their own comments & this is working.
For an issue that is shared to them, they cant see the option to add a public/external comment

1 answer

1 accepted

1 vote
Answer accepted
Jack Brickey Community Leader May 04, 2021

Only agents can make public comments. Collaborators can only make internal comments

Thanks for your response  @Jack Brickey  
In the event where a Collaborator needs to respond to a customer(i.e via external comment), are there other options other than making them an Agent themselves?

Jack Brickey Community Leader May 05, 2021

None that I am aware of. 

Like Ravi Tata likes this

Seems like now there is the option to mark a collaborator as a request participant. That way the collaborator can make public comments in the help center/portal.

Jack Brickey Community Leader Aug 15, 2022

@Marek Troschinski , if the collaborator is also a Customer then yes.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS

Atlassian Community Events