How to give someone permission to add external, but not internal. comments?

[RH]

Is it possible to grant a user permission to add external comments to an issue (i.e. ones that are shared with the customer) but not add internal comments (i.e. ones hidden from the Customer Portal)?

I see there is a permission called Service Desk Agent which allows the user to "interact with customers" - presumably this means adding external comments on the agent screen? There is also another permission which is called Add Comments...

I am not able to test out what each of these do so hoping someone can help answer my question.

Thanks.

[Sagar · Accepted solution]

Hi @RH The users who have access to the project portal and have access to the issues can add a comment from the portal and that comment will be get added as external comment when you view the issue from the Jira with agent access.

Internal comments can be added by the Agents or Collaborator, But collaborator can't add a external comments.

So, you want a user to add a external comment and not a internal then they need to add a comment from the portal so that it will be get added a external comment on the issue.

Check the below document for more details about the Jira Service Management ROles

https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/

[RH]

Thank you