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The user is unable to reply to customer in JSM even after having all the accesses and permissions.

shivani shirguppi May 22, 2024

The user is unable to reply to customer in JSM even after having all the accesses and permissions. He only can able to add internal note in comment section.

1 answer

1 vote
Rudy Holtkamp
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 22, 2024

Hi @shivani shirguppi ,

This sounds to me that the user has not got a JSM license, only a Jira Software/Jira Work management license. Only agents (=somebody with a JSM license and the correct project permissions) can reply to customers.

 

Kind regards,

Rudy

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