Can customers add 'reply to customer' comments?

[Alexandra Astor]

We have two groups of customers, those in leadership roles and those that are independent contributors.  When we give these groups comment permission, they can only add internal comments.  Is there a way we can give them permission to use the 'reply to customer' comment option?

[Mikael Sandberg · Accepted solution]

In order to reply to customer the user has to be an agent and be assigned a JSM license. If a customer is added as a request participants they can add replies via the Portal.

[Alexandra Astor]

Is Service Desk Team the only role that can be used for an agent? Is there a way to give a group agent access to use the 'reply to customer' comment, but not the other Service Desk Team member permissions?

[Mikael Sandberg]

You could give a group agent access to only use the reply to customer by giving them comment permission. What controls if you can reply to the customer is the JSM license.

[Alexandra Astor]

Thank you!  I tried this but am still only getting the 'add internal note' option.  I really think that I was able to do this before, but now it isn't working.  Could there be another permission that is preventing it?  I'm at a loss.

[Mikael Sandberg]

The user that you tested this with, are they assigned a JSM license?

[Alexandra Astor]

Yes

[Mikael Sandberg]

The group/role that you gave comment permissions to, did you also give them Service Project Agent permissions?

[Alexandra Astor]

I did not give the group access to the Service Desk Team role.  Is that what you mean?

[Mikael Sandberg]

No, in the permission scheme there is project permission called Service Project Agent, this is what gives you access to interact with the customer, including reply to customer. You would also have to change other permissions so the specific group can only use the reply to customer and not be able to edit the request, change the status and other things.

[Alexandra Astor]

I added the group to the Service Project Agent permission, but there is still only 'add internal note.'

[Mikael Sandberg]

So you may want to check if the user you are using have been assigned a JSM license or not.

I just did a test in my sandbox and gave the Administrators role only access to browse projects, Service Project Agent, and Add Comments and I was able to still see reply to customer but was not able to do anything else. 

[Alexandra Astor]

I confirmed they are assigned a JSM license.  Could you test have worked because it was the Administrators role?

[Alexandra Astor]

Ah ha- I removed the Service Desk Agent permission, then added it again and it worked!! Thanks for all your help!

[Joseph Chung Yin]

@Alexandra Astor -

I agreed with what @Mikael Sandberg stated in the thread.  Can you provide how your agents (one with JSM licenses) on the project role and permission assignments screenshots?

This will allow us to advise further.  Only agents (JSM licensed) users can reply to customers.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Alexandra Astor]

Sure!

[Joseph Chung Yin]

@Alexandra Astor -

Can you try to give your group with the "Service Desk Team" project role since those users in your group are granted with JSM agent licenses as per your other replies?

NOTE - By default "Service Desk Team" project role members are the agents.  However, keep in mind that this project role also has other permissions against the specified JSM project.

Best, Joseph

[Alexandra Astor]

I don't want to give the group access to the Service Desk Team, because that would include permissions they shouldn't have.

[Joseph Chung Yin]

@Alexandra Astor -

It is my understanding that Service Desk Team project role is the key and it is my design.  At this time, see if you can add your group to the project's permission scheme of the following permission -

Again, I would also recommend you to contact Atlassian Support (https://support.atlassian.com) to confirm or they may have other solutions to address your ask.  On my end, I have not attempted/tested my above suggestion.

Best, Joseph

[Alexandra Astor]

Thanks!  I tried that but it didn't work.  I will contact Atlassian Support.  Thanks again

[Joseph Chung Yin]

@Alexandra Astor -

Based on your latest reply to us.  I am glad it worked.  Please click on Accept answer to our suggestions when you have a chance.

Best, Joseph