users are unable to comment on tickets

Some of our JIRA Service Desk users are unable to comment on tickets, including tickets which they created.

Thank you in advance!

 

2 answers

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Hello Blaire,

Could you elaborate a bit more? Are they able to see the ticket under "My Requests" and yet they can't comment? Can they access the ticket in any way? What about through Service Desk interface?

they can comment on the tickets ONLY if we send them a link to the customer portal. If they just go ticket the "normal route" they can view it, but not comment on it.

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Hi Blaire,


To add comments to an issue, the user must have both of the following permissions for the issue's relevant project:

If the user is just a customer he will need only Add Comments permission.

Also, please note that if these users are customers (with no JIRA access) then they will only be able to comment issues they reported and the ones they were addedd as participants. 

Thanks and regards,
Paula Silveira 

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