Allowing group to only comment on interal.

[chris.thomas]

Hey all, I'm currently trying to allow only certain people in a group to comment internally on tickets made in a service desk. I can't seem to figure out how to do that. Would it be permissions or layout?

I have looked at these tickets to see if they apply to me and to an extent they do but I'm not sure I'm going down the right direction.

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Default-Service-Desk-Comments-to-Internal/qaq-p/268822

So to sum up I want members of a specific group to be allowed to comment internally ONLY on any tickets made in a specific service desk.

[Angélica Luz · Accepted solution]

Hi Chris,

Welcome to Atlassian Community!

I saw that you created a ticket with our support related to the same question, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms, let's focus on the ticket instead.

Once the ticket is closed, feel free to share the resolution here to help other community members that may have the same question.

Regards,
Angélica

[chris.thomas]

Understood, thank you for clarifying the process.

[David Harkins]

Is there a link to the support ticket?

[Angélica Luz]

Hello @David Harkins,

Thank you for reaching out to Atlassian Community!

The support ticket is restricted to the reporter and Atlassian, so we can’t share it here.

Currently, it’s not possible to restrict Jira Service Management users to only add internal comments. Everyone with a JSM license and with permission to the project will be able to either share a comment with the customer or add an internal comment. 

The internal comments are restricted only to Jira Software users. So, for example, if you add a Jira Software user as a collaborator on a Jira Service Management project, they will have the ability to add internal comments only.

• What users and roles are there in Jira Service Management?

If you have any other questions regarding this matter, please let us know.

​​Kind regards,
Angélica

[David Harkins]

Hi @Angélica Luz 

I did want to review this to see if it would assist resolving my issue.

Users have Application access but not assigned as a service desk agent, they only have the option of adding internal comments.  We want them to communicate with the customers directly without giving them service desk agent permissions.

[Angélica Luz]

Hi @David Harkins,

Only licensed Service Management agents are able to communicate with the customers, so it's expected that Jira Software users, for example, won't be able to add public comments.

Something that can be done, in this case, is to add them as customers on the project and then add them as request participants on the tickets, so they can access it through the customer portal and add comments.