Viewing and adding internal comments by participants

[Sumukha]

I want the participants added to the ticket (participants who do not have agent license) to be able to read the internal comments as well as be able to add a new internal comment.

Is this possible? What permssion setting allows this?

Please help!

[Katarzyna · Accepted solution]

Hi,

You have to give them permissions Add Comments (as well as Edit comments / Delete comments) which are available under Project Settings > Permissions. In our team we have got a Service Desk collaborators role and add to it all people who are involved in the tickets, for example, product owners, developers, testers etc. They don't have agent license because they don't need to contact customers directly.

Kate

[Liam Green]

Hi @Sumukha 

Welcome to the Community!

Unfortunately, this is not possible.  To view internal comments the user would need to be an agent.

Regards, Liam

[Sumukha]

Hey @Liam Green Thank you!

[Dirk Ronsmans]

Well or a JIRA Software user (if you also have that product) with access to the issues :)

As @Katarzyna mentiones they become collaborators on the issue meaning they can see and add internal comments and can be @mentioned.

https://confluence.atlassian.com/servicedesk/collaborator-660967501.html 

If they are Request Participants (meaning customers) then nope.. only external/shared with customer comments (as it is designed)

[Sumukha]

Thanks @Dirk Ronsmans and @Katarzyna ! I am pretty new to Jira and the roles aren't very clear to me.

The 'participants added' in this case are developers from partner company with Jira accounts from their company. Is it still possible for them to be 'collaborators' on my project?

[Dirk Ronsmans]

@Sumukha ,

Well it depends on how these collaborators access your environment. If they were invited to your instance (can be with their email accounts, doesn't need to be from your domain) and they have Jira Software product access on your environment then you can just add them.

Collaborators are not really a field somewhere you add or a proper role within JIRA, you would simply grant them browse permissions on your project and since they only have a JSW license and not a JSD License they will not be able to use the JSD features (such as SLA/Queues/..) but they are considered collaborators and can be @mentioned and read/add comments.

If they are customers on your project well then this all goes away and they cannot be considered collaborators.

[Sumukha]

Thank you @Dirk Ronsmans for the explanation!

So I gave these permissions (browse, add and edit comments) to the partner company member.

Only one thing changed: I can @mention him in internal comment, he receives an email with snipped of the comment. But when he opens the ticket, he cannot see that comment anymore.

Nothing else changed. 

Am I doing something wrong?

[Dirk Ronsmans]

Do they also have  access to a product? Doesn't need to be JSD but I guess at least JSW or Core..

[Sumukha]

@Dirk Ronsmans 

Yes! They have JSD accounts from their company

[Dirk Ronsmans]

On their instance then? Cause that has no effect when they on to your system..

/me confused now..

[Sumukha]

@Dirk Ronsmans 

If the domain name doesn't matter, then my permission settings isn't working :(

I just don't understand why!

[Sumukha]

@Dirk Ronsmans  We decided to go ahead with additional Agent licenses so that they have complete access to the ticket.

Thank you very much for your comments!