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TO Disable the "Reply to Customer" for Interal Agent

My Requirement:

1. I Need to disable the "Reply to Customer" Comment option for my development team and they should only able to "add an internal note" comment.

2. By doing the above the development team should see the SLA's as well and they should be able to transition the issue to "Support in Progress" status.

I managed to achieve the 1st case by configuring the "Service Project Agent" from permission scheme but by doing that the development team is not able to see the SLA and they are not able to move the tickets to support queue.


Is there any possible ways to achieve both the scenarios, either by changing the configuration or by any add on.

Im using JIRA Service Management (Premium Cloud)


Gowthaman Ravi  

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