Internal Comments - Customer Service Visibility

[Gareth Tait]

Hi

I am having a strange issue right now where on a particular ticket (Project) the external customer can see an internal comment from a staff member. I looked at this projects particular permissions and can see the permissions have been set to Service desk customer - portal access which from what I have read should restrict the viewing of internal comments. I am scratching my head at this wondering how they can view the internal comment. Any help appreciated.

THanks,

Gareth

[Bastian Stehmann · Accepted solution]

Hi Gareth,

so the user has seen the comment in the Customer Portal? Was the visibilty changed from public to internal?

[Gareth Tait]

Hi Bastian

I hadn't thought of that. Looking at the history of the ticket' I don't see anything which would tell me this, whereby it could have potentially been posted as public and then changed to internal. Where can I view this information? 

Regards,

Gareth

[Bastian Stehmann]

I could just check on cloud, but it seems that it does neither show the comment as edited when you change from public to internal nor does it show up in the history/activty, so I think, there is currently no way to see that.

[Gareth Tait]

I am assuming that information is potentially logged somewhere else? Perhaps the Atlassian log file on the server?

[Gareth Tait]

Hi

I believe the issue was related to the comment being public and then updated. This hasn't happened since the first and only time it happened.

Regards,

Gareth

[Alexey Matveev]

Hello,

Open this user in the User Management and make sure that this user does not have a Service Desk license.

[Gareth Tait]

Hi Alexey. 

I should have mentioned the user does not have a service desk license.

Thanks,

Gareth