Jira Service Desk - No role selection in comment creation

[Amir Katz (Outseer)]

When I add a comment in a regular Jira project, I can limit who can view it - there's a lock icon with a drop-down menu that has All Users/Project Roles/Groups. Let's call this full permission model.

In a Service Desk project (logged in as an Agent), it's different - there are two buttons: Share with Customer and Comment Internally. This is documented and is a good feature.

However, I do have a use case for the the full permission model. 

So is there a way to use it in Service Desk?

[Brittany Wispell · Accepted solution]

Hey @Amir Katz (Outseer)

Comment Internally only your agents can view the comment.

Share with Customer your customer and your agents can see the comment. 

If you're wanting everyone including the customer to see a comment I suggest using the Share with Customer option. This would be the full permission model. 

The agents and the customers are the only "Project Roles/Groups" in a Service Desk project. You also have collaborators who can be @ mentioned and join/comment on tickets, but they can not work them. I added a permissions image of what can be done in Service Desk. I hope this helps. Let me know if my answer is way off track on your question.