Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

Collaborator

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.

Thanks,

Drew

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

315 views 1 2
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you