restrict comment visibility to team

We are trying to setup comment security policy, so that some comments are only visible by some groups/roles.

We have seen this on other JIRA Cloud instances, but for some reason can't see or enable them on this current instance.

Can someone guide us to what is missing?

thanks in advance.

1 answer

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Hi @Methods Digital,

Comment visibility restrictions depend on which type of project you're using. If you're using a JIRA Core or JIRA Software project type, when you open a comment field, you'll see a little padlock at the bottom right hand side of the comment field, and when you click it, it'll present you with a list of options that you can restrict the comment to. The administrator can decide whether they'd like to make the options either project roles, or project roles and groups for your JIRA instance. For Service Desk projects, it's a little different, instead of the padlock, you have the option to comment internally, or to share the comment with the customer. 

If you're not seeing these options at all, let me know, or consider raising a ticket with our Support team.

Thanks,

Warren

We do see those two options in the Service Desk project. but we need further granularity of permissions, so comments can be limited to roles or groups. is this possible? We have seen this on other Cloud SD projects, and it doesnt look like it's a plugin

Hi there, That's unfortunately not possible at the moment with Cloud SD projects that have been created with as an SD project type. I'm not aware of any plugins that offer this functionality at the moment either. Previously, when we first introduced Service Desk, all users in a JIRA instance were also Service Desk users, as Service Desk was a plugin. This could encounter the situation you described above, and it's also described in this KB article https://confluence.atlassian.com/display/JIRAKB/Respond+to+Customer+and+Internal+Comment+tabs+missing+from+comment+in+Service+Desk We do have an outstanding request for this functionality, and you can vote on the request on our external JIRA instance here: https://jira.atlassian.com/browse/JSD-829 Thanks, Warren

Hope the ticket JSDSERVER-829 will be processed soon! >.<

We had to give our b2b customer one agent account, because of the bad (or almost missing) filter functionality in the customer portal... but now he is able to see internal comments as well.

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