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Is it possible to create a user group that ONLY has permission to make internal comments?

I'm trying to build a JSM project with two teams, a client facing team and a dev team. I'd like both to have agent permissions so they can edit / update issues, but I want to shield the dev team from direct communications with customers.

I know there are permissions available to allow or deny comments as a whole, but is it possible to allow a user role to make internal comments but deny them from replying to customer?

1 answer

1 vote
Ajay _view26_ Community Leader Feb 19, 2021

Hi @Drew Gallagher 

You can have a look at the collaborator role available in JSM


Collaborators are users that occasionally assist agents with customer requests by making internal comments. For example, developers help support staff analyze a bug and add a comment that explains the cause and any workaround available. 

Collaborators don't have access to the service desk interface (e.g. queues, reports and SLAs) and service desk projects appear as JIRA projects to them. They cannot work on issues, for example, logging work or transitioning issues.

Collaborators can:

  • View issues, comments and attachments
  • Add attachments and delete their own attachments
  • Add internal comments to issues and delete their own comments
  • Watch and vote for issues
  • View other watchers and voters

A collaborator consumes one JIRA user license. 

Hi Ajay,

Thanks for the response. I don't think this quite answers all of our requirements; the dev team would need to be able to work on some of the issues, Incidents and Change Requests for example.

Perhaps there's a better way to keep the Dev team separated from customer communication, but we'd prefer to keep everything in a single project if possible.



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