Create Custom role

[Sergio Melo]

How can I create a custom role in Jira Service Desk for users to only view the issue information, except internal comments? Is this possible?

[Joseph Chung Yin]

@Sergio Melo -

I agreed with what @Mikael Sandberg stated - In JSM, "Internal Comment" can only be view by users who have the agent licenses because he/she will be accessing the issues via the project UI to see the internal comments.

Internal comments mean to be shared by JSM servicedesk team role members.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Mikael Sandberg]

If you add the users as request participants they can view the request from the portal and will not see internal comments. If you give the user access to the agent view as a user you cannot hide internal comments from them, they will be able to see those and also add their own comments.

[Sergio Melo]

I understand, but in my case, I need another solution besides the portal. I have JSM project clients that are users of other JSP projects and have the same UI access. For this reason, I would like to define one role for agent accesses (e.g. Service Desk members) and another role for user accesses (e.g. Jira users, without viewing the internal comments), understand? Do you have a way to build this solution? Or how to create another access screen layout where I can determine the view of these users in parallel with agents?