Comments visibility in portal

[Kevin Decker]

Evening all - not too sure if this is even possible but figured I'd ask. We have an approval process in place for a certain request in our JSD portal. When this request is made it goes off through its approvals but at some points the approvers would like to make comments but ones that are not visible to the requester. The approvers do not have Agent access to JSD so internal comments would be the way to go but its not currently an option. Is there a way to restrict comment visibility to certain users in the portal?

[H K]

Unfortunately JSD supports only the restriction internal comments for agent accounts. So if your approvers have no agent account they have no ability to restrict their comments and the other way round. Your agents cannot restrict comments that only your approvers are able to see.

But if you use jira software and your approvers have a license there, too, you can add them to the service desk team without giving them agent accounts. Then they are able to log on to jira service desk and write internal comments.

You can read more about that here:
https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-limit