User Seeing Internal Notes on JSM Tickets

[Jesse Ortega Jr]

Hello. I have a user that has access to Jira and Jira Service Management - Customer. Even though the user does not have Jira Service Management - Agent enabled she is still able to see the internal notes. To my understanding the user shouldn't see the internal notes. Is there something that needs to be modified on our end?

[Walter Buggenhout]

Hi @Jesse Ortega Jr,

The user has a Jira license (not Jira Service Management, the regular license). With that license, users are indeed able to see internal comments, if they have browse project access to your JSM project.

That is expected behaviour.

To fix the issue, have a look at the role / group that grants browse access project to your JSM project.

Hope this helps!