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Good afternoon!

Can you please tell me how in Jira Service Management you can configure the visibility of comments for a task? Jira Service Management in our company is used by the IT department to handle requests from users. At the moment there are 3 agents (support specialists) and up to 20 clients (users who create requests). Customers have a selected "role for the product" Jira Service Management - "user", and the clients are in the group "jira-servicemanagement-users-vlo", to which the rights to "add comments" are assigned. Since in Jira the comments to the task are divided into "Internal comments" and "Reply to the client", now for some reason clients can leave only "Internal comments" and, accordingly, see the internal comments that are written by the agents. Tell me please, how do I properly configure comments so that clients cannot see the "Internal Comments" of agents?

Thank you in advance for your answer!

Best regards!
Elena Sterlkova.


1 answer

0 votes
Brant Schroeder Community Leader Nov 25, 2021

@Стрелкова Елена Васильевна Welcome to the Atlassian Community

Sounds like you have the customer's configured with Jira licenses.  Customers do not need a license to access the Customer Portal.  I would suggest setting up the customer portal and directing customers to use the portal.  Agents should be using the service desk.  Information about the customer portal is below.

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