Permissions for External Comment

[Tamara Schacham]

We've decided to give our Product Owners the ability to comment directly to Clients in Jira Service Management (JSM).

They have "Add Comment" and "Edit Own Comment" permission on the project and they are members of jira-servicedesk-users so that they have JSM licences.

Despite this, they are still not able to see the "Share with customer" button when they comment on JSM tickets.

What else do they need?  

I haven't made them agents because they don't need any of the other agent capabilities, and nothing in the documentation (that I can find) says that you have to be an agent to comment, just that you need a licence.

[Svenja Lorenzen · Accepted solution]

Hi @Tamara Schacham,

if your Product Owners shall communicate with your customers/clients they need to be agents in Jira Service Management.

Only Agents are licensed users who work on customer requests.

Only agents can view, add, edit and delete customer-facing comments on issues.

Kind regards,
Svenja

[Tamara Schacham]

Thanks.

I gave them "Service Desk Agent" permission and now they can see the button. 

Hopefully they extra capabilities don't get them into any trouble.

Regards,

Tamara

[Sam Huawey]

@Svenja Lorenzen what if I do not want commenters to be service desk agents? E.g. I have people who can work on requests (Agents) and people who can only browse and comment (Security).

I gave Security team members Add comment permission, but they still cannot add internal comments and tag other people.