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The user is unable to reply to customer in JSM even after having all the accesses and permissions.

shivani shirguppi
shivani shirguppi
Contributor
May 22, 2024

The user is unable to reply to customer in JSM even after having all the accesses and permissions. He only can able to add internal note in comment section.

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Rudy Holtkamp
Rudy Holtkamp
Community Champion
May 22, 2024

Hi @shivani shirguppi ,

This sounds to me that the user has not got a JSM license, only a Jira Software/Jira Work management license. Only agents (=somebody with a JSM license and the correct project permissions) can reply to customers.

 

Kind regards,

Rudy

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