Should internal comments be viewable for Jira Service Desk users?

[Simon Singh]

I've set up a client who only has access to Jira Service Desk (Cloud)

And when they view a task with an internal and external comment, they can only see the external comment - which is what we need.

However, in the browser, they can change the url to xxxx.atlassian.net and get access to Jira - which allows them to see this:

Here the internal and external comments are available to view.  How can I prevent the user from accessing Jira - I was hoping that just having "Jira Service Desk" ticked would prevent access to Jira?

[Alexey Matveev]

If a user should not have access to Jira, then the user must be only a Customer. Do not give the user another role or application access.

[Simon Singh]

Alex, thanks. The reason for the other role is to restrict access to a single project. However, if I remove the user from this role too (for testing)

They are still able to access Jira, via https://xxxx.atlassian.net

It appears that granting permission to "Jira Service Desk" also grants access to Jira. Should I be revoking access to Jira in a separate group somehow?

[Alexey Matveev]

Kindly go to the User Management and have a look in what groups this user is included. I guess, one of this groups give the user access to Jira.

[Simon Singh]

Thanks Alex - the first image above shows the user in question - they have only "Jira Service Desk" ticked, and therefore become a member of group "jira-servicedesk-users". There are no other groups for this user.

[Simon Singh]

Ok, I've resolved it. I'd created the users as Jira Service Desk Agents instead of Users, hence they could see more than they should.