When a reporter is an agent, internal comments are not restricted

Summary

If an issue's reporter is an agent, then internal comments are displayed as public comments. This means that any customers who are participants can see all internal comments. Changing the reporter to a customer will cause all the internal comments to no longer be visible to customers. While the reporter is an agent, any customer participants will also receive notifications for the internal comments, which are presented only as public comments.

Steps to Reproduce

1. Create a Service Desk Issue with a reporter who is an agent
2. Attempt to set the comment internal
3. Post the comment

Expected Results

The comment is posted as internal.

Actual Results

The comment appears like it is a public comment. Internally the restriction exists, so changing the reporter to a customer will again hide the comments.

Workaround

Ensure the Raising requests on behalf of customers approach to creating issues is followed. If not, changing the reporter through JIRA to be the appropriate user will allow that agent to create internal comments on the issue, and it will also restrict any comments which were created as internal.