Preventing external comments for agents

[Chris Garstin]

We have many JSM projects that service internal, external, and sometimes a combination of internal and external customers.

We are aware that we can add people to our JSM projects as "Collaborators" by giving them the "Service Desk Team" role/permission but not provisioning a JSM license, and these collaborators can't make external (customer visible) comments.

The "Collaborator" option falls short when the users that should not be permitted to post external comments in one portal, are required to be a full agent (and make external comments) in another portal. The JSM license is "global", meaning that user can't be prevented from leaving external comments in a portal if they have the Service Desk Agent role.

Is anyone aware of a method to prevent a licensed agent from making external comments?

[Walter Buggenhout]

Hi @Chris Garstin,

The short answer to your question is "no". To expand on it a bit more, you seem to have ended up in a scenario where people who need to be service desk agents in one project also collaborate in other service desk projects (as collaborators).

If they should not collaborate on certain projects at all, maybe they don't need access to those projects either and you could consider removing them from the Service Desk Team role to solve the problem. If they are expected to collaborate on those projects and assuming they have experience to handle internal / external comments as they actively work as an agent in other projects, why would they not be allowed to communicate with a customer directly?

You are right that there are some technical limitations in the way permissions can be set up. But is this so much of a problem in the field?

Hope this helps!