Assignable developer role or avoiding external comments

[Johannes]

Hello,

I have the requirement to set up a user group in Jira Service Desk/Service Management of which the users can be assigned to tickets but can only add internal comments.

Is there a way to achieve this?

I have added the Developer role in the permissions to the "Assignable" permission but this had no effect, the users still cannot be assigned.

If I set them up instead as Agents it does not seem to be possible to block them from adding external comments (only with some hacky JavaScript).

Cheers

Johannes

[Maura Swart]

@Johannes ,

I'm not sure I fully understand your ask, but I will give information based on what I think you want to do.

If the user group you are talking about have Jira Software licenses, they could be added as participants on any JSM ticket and they would be able to view the ticket and add internal comments. They would not be able to move the tickets through the workflow or communicate with the customer through the ticket. There's a table in the documentation that lists the functionality of each type of license at this link: https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-products/.

Best regards,

Maura

[Johannes]

Thank you Maura,

I would also need the possibility to add those users as assignees.

It seems like such a use case is not intended with the current role structure.

[Maura Swart]

Johannes,

I believe many companies link JSM tickets to Jira Software tickets and handle status updates using automation. For example, the JSM ticket could be put to a “Waiting for Dev” status and then it could update to “Dev Complete” when all linked Jira Software issues are done and the assignee of the JSM ticket could be notified. Some reasons for this:

• Developers only require a Jira Software license instead of both licenses (and Software licenses are cheaper)
• Many JSM tickets can be linked to a single development issue (many customers could have various issues caused by a single root issue)
• Work of the developers is generally planned and scheduled in Jira Software
• Only individuals skilled at interfacing with customers are allowed to communicate with them

[Johannes]

Hi Maura,

I understand what you mean but for our purposes we want to have both "Developers" and "Agents" working on the same project, just with customized rights, so that the Developers can also be assigned to the ticket.

From what I have gathered Jira does not support our use case.

Thank you though for your input.

[Pramodh M]

Hi @Johannes 

JSM Agent Permission is managed through Service Project Agent

If the User should add the internal comment, the user should have Service Project Agent

Here's a feature request for your requirement

https://jira.atlassian.com/browse/JSDCLOUD-9677

Currently, this feature is not possible.

May I know more info on what you are doing with assignable permission here

Thanks,
Pramodh

[Johannes]

Hi Pramodh,

thanks for you answer.

I have set the Developer role to also be assignable which does not work:

So currently the group which has the Developer role can only add internal comments (which is fine) but cannot be assigned (which is a problem.

[Pramodh M]

@Johannes I correct my answer for external comments not the internal

The user should have Service Project Agent permission.

Please check and let me know if is works

Thanks,

Pramodh

[Johannes]

Hi Pramodh,

I can give them the Agents role but then they would have the rights to add external comments which I want to avoid.