Hi
Preamble
We have many Jira projects and 3 helpdesks, 1 of these is used by our customer who have 5 Agents. They are moving to FreshService for their own customer support tool now but will keep a couple of agents in Service Desk for specific queries that require our input (this is a good thing!). The idea is that if they can't solve it, it will be sent to us.
FreshService have an application that allows tickets to be synced to Jira and update both systems where needed ( https://support.freshservice.com/support/solutions/articles/191806-freshservice-integration-with-jira ).
Issue
This all works fine if I create an API token using my jira user (sys admin) but if I create a new user that is an agent (or even admin) for the Service Desk project, it only creates issues in jira but comments placed in Jira are not sent back to Fresh Service. Status updates in Jira are sent to Fresh Service though, so it's partially working and if I swap back to my own jira user for the api, it works fine.
Looking through Jira permissions I can't find any that seem related and if in the project itself I go to People and Access and add Administrators, Developers, Service Desk Team and Users, it makes no difference.
Aside from this I do have global permissions schema applied to all projects, so does the above override this or just an individual way to add extra permissions. The biggest question is, is there an API based permission I'm missing? I really don't want this API user to be an admin or to have access to more than this project.
Thanks in advance!
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