Service Desk queues and internal comments

We are having trouble configuring Service Desk to work to our needs.

We have a Client. Client is supposed to see the entire queue in JIRA, Client is not supposed to see INTERNAL comments. As at the moment there is no other way to see queue in JIRA side, had to make part of service desk agents, but as pointed out - they shouldn't see INTERNAL comments (not actual agent). They should have a bit more power though as this is the Client Manager - if he feels a ticket is not reasonable or has something to add, he should have the ability to close the ticket or comment on it. Plus see all the SLAs and that kind of info.

Also Client has own team, making support requests. We would like all requesters see all tickets / issues in the Service Desk Portal. Then they can see what has already been requested and will not re-request the same thing.

1 answer

In order to allow visibility of JSD queues, SLAs etc. your client must be a member of the Service Desk Team. However, being assigned that role will also mean they have full visibility of INTERNAL comments, amongst other access assumed to be for "internal" use. JSD is quite restrictive on this and customers should only be assigned to the role of Service Desk Customer, otherwise you cannot ensure security/visibility, longterm. An alternative would be to set comment visibility by using the lock symbol within the comment to make visible to a select user group. 

You should also be aware that if a user has a Software license and exists in Service Desk as a Customer or Service Desk Customer, they will also have visibility of INTERNAL comments!!!

With regards to Service Desk Customer users viewing other Service Desk Customer tickets within the same project, this is hopefully going to be implemented soon as part of https://jira.atlassian.com/browse/JSD-270 Don't forget to add your vote

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