Can Service Desk customer do jira query?

As per this Atlassian documentation, it sounds like only the agents can do the jira query to find tickets for Service Desk projects. We have internal users who’re very technical and are used to doing jira queries. Can customers also do jira query to find their service desk tickets? 

2 answers

1 vote

No, customers don't have a search.  If they're normal JIRA users as well, then yes, they can use it to find the underlying issues though.

All of our customers are normal JIRA users as well since we're using service desk for internal employees. 

We've currently removed the "browse" permission for the service desk project so that they do not get exposed to internal comment, and they don't get confused between "watchers" vs. "request participant". 

Is there a way for the customers to be able to do JIRA query and view the ticket, but NOT see the internal comments and the "watchers"?  Basically, be able to do JIRA query, but not see what the "agents" should see. 

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