Request participant cannot add public comment or change status

[Kirby Wong]

According to this article, there are a number of permissions a request participant can perform: https://support.atlassian.com/jira-service-management-cloud/docs/how-can-service-project-and-software-teams-work-together/

I cant get these permssions working for those who are unlicensed Jira Service Management (but are licenced Jira Software) users. 

I have added permissions to allow any logged in users to Browse Projects, Transition Issues, Add Comments.

[Angélica Luz]

Hello @Kirby Wong,

Thank you for reaching out to Atlassian Community!

When it comes to Jira Software users, if they are added to the project as collaborators, they will be able to view and add internal comments to the ticket only.

As mentioned in the documentation:

Collaborators don’t have access to the service project interface (queues, reports, and SLAs) and can’t work on issues (for example, log work or transition them).

With this said, they can’t transition issues even with permission on the project, because this is restricted to Service Management licensed users.

If you need them to transition, you can add them as a customer in the project and then, add them as participants on the ticket. After that, they can access the ticket through the customer portal and add public comments and transition issues (only transitions that are visible in the portal).

For more details about Service project permissions, please check the documentation below:

• Permissions for your service project and Jira site
• Collaborating with teams in other Jira products 

​​Kind regards,
Angélica