Share with customer option

[QA McCann]

Hi.

Hopefully someone has an answer to this.

We have a service desk project where I would like an individual to be able to be assigned a ticket (so will become a Service Desk Agent) but only be able to comment internally on the ticket (and not be able to comment so that a customer can see it).

Does anyone know if this is possible?

Thanks!

[Raynard Rhodes · Accepted solution]

It doesn't appear to be an option. You can vote for this issue to bring the attention to Atlassian.

https://jira.atlassian.com/browse/JSDSERVER-4591

[QA McCann]

Thanks for the reply. Looks like it's been a known issue for a while. 

[rio197]

I've just found the way to do this: Give the individual the role of "Service Desk Team" using the "Users and roles" page of your JIRA Project.

For as long as the user is a member of the "jira-software-users" Group, i.e. holders of the JIRA Software license, your user will be able to view the Issue just like a full-fledged service agent with the exception that they will only be able to post internal Comments.

[Chris Nicosia]

@QA McCann if you just need the user to be able to comment internally, you may not need to make them a service desk agent.  here is how you do it: https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-limitedInvolveJiraSoftwareorJiraCoreusers