Users unable to comment on tickets submitted despite being part of the permission scheme

[Christian]

A bit of background on the setup of my instance. My Jira Cloud instance has both Jira Software and Jira Service Management. All users on it have licenses for both products. The IT Team has a service management project that users send emails to that raise requests (or tickets) in the IT Service Management project. 

Users who submit requests are unable to comment on the requests they submitted, they can only give internal comments. The permission scheme indicates they should be able to comment. I even enable "Any logged in users" to comment but that still doesn't work. There is an IT Group that was configured before Is there perhaps a higher level of permissions I'm not familiar with that could be blocking this? I noticed the same thing with the ability to edit requests, no matter what I do in the permission scheme people are not able to edit requests. This is the only project I've seen this issue. I manage several other projects and I've never seen the permission scheme not work exactly as I would expect. 

Cold the reason they are being blocked from commenting is that they are on the request from the main Jira instance side, and not the portal side? If so, I would need a workaround for this as the entire company is used to using Jira so it is not natural for them to use the portal. 

Any help on this is greatly appreciated! 

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

When you say "all users on it have licences for both", does that mean you have made everyone an Agent in the project(s)?

How are they trying to make the comments?  Are they going in via the portal requests, or looking directly at the issues?

[Christian]

Hello, everyone has a Service Management licenses on the instance, but are not necessarily agents on this project. We have other JSM projects on our instance they use. They are also looking at the issue directly, not in the portal. 

Do they need to be agents on this project to post public comments? I thought the privilege scheme would be able to get around this. I don't want these user to be able to transition or assign issues, but I would like them to just have public comments.  

[Nic Brough -Adaptavist-]

Only agents can make comments that go back to the customer.  It's the agent who is supposed to be talking to the customers, not non-agents that have been asked to help the agent out.

You'll find that non-agents can not log work, transition issues, assign issues, and a few more things they can do in non JSM projects.

[Christian]

Okay, so just for my understanding. When the customer (in this case, a fully licensed client in the Jira instance) submits a ticket to this project, they cannot leave a public comment looking directly at the Issue in the Jira instance (non-portal). However, if they reply to the email they receive from Jira about this ticket, they can. The email replies behave like the portal comments.

There is no way to change this so that they can comment looking directly at the issue ? I ask because everyone is used to using Jira on this side it is more natural for them to comment here. If not, my team will just have to find a different solution that works. 

[Nic Brough -Adaptavist-]

Correct.  I usually think of it as "what hat am I wearing".  Wehn I'm wearing my customer hat I work in the portal.  When I'm wearing an Agent hat, I work with the issues behind the requests the customers make.  When I'm wearing my developer hat, I'm helping out an agent, not a customer.  My account may own both a customer and developer account, but it is the agent who is supposed to be talking to the customers.

[Christian]

Okay, thank you for your help! I'll have a chat with my team on how we move forward with this.