JSM communication with more than two parties (internal/external)

[Oliver Eckle]

Hi Community,

i have some usecase i like you to ask  if you have any idea?

Its like that:

* Customer creates an Issue on JSM Portal

* Agent is working on the Backoffice

So far so good.

Now we get some customer service which is not an agent involved.

* The customer service person should be able to see the customer communication (request participant on portal)

* The customer service person should be able to create internal comments (could be done with an jira software license and contributor level) but the customer service person should not been able to see all the other issues within the backoffice and therefore i struggle currently. 

I could create a custom role but than i need an additonal field, what is quite ugly. Is there any way of doing that on the Portal level? Maybe an extension?

Thx

Oliver