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Restrict Internal Note Visibility Based On Group/User


We have a user in Jira Service Desk Cloud that submits issues. We would like to restrict his ability to be able to see internal notes on issues he submits. We would like to be able to have him see the issue inside our projects, but we don't want him to view the rest of our team's communication on the issue he sent in.

Is this possible? Maybe there is a work around that we can restrict because he is listed as a customer or reporter?


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Answer accepted

Hello Nathan,

Thank you for reaching out to Community!

On Jira Service Desk there are only two visibilities of comments that are internal and external.

All internal users with access to the project will be able to see the external and internal comments and customers can only see external comments through the customer portal.

If you don't want this user to access other tickets and internal comments, the best option is to let him as a customer only.

Even if he is an internal user, the admin can remove the Service Desk license and let this user in the role "Service Desk Customers" in the project, so he will be able to access the tickets where he is the reporter or participant through the customer portal only. 

There is a feature request suggesting the implementation of more options of comment restriction:

Please, click on vote and watch to receive updates about the feature.


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