Current State:

Currently, when a customer who created a ticket is removed as the Reporter in Jira Service Management (JSM), they are still able to view and comment on Slack notifications/conversations related to that ticket. This behaviour is not aligned with the expected permissions and privacy settings.

Steps to Reproduce:

1. Customer XYZ raises a new JSM Request from the Customer Portal.

2. Remove Customer XYZ from the JSM Request as the Reporter. Ensure that Customer XYZ is not a Request Participant or Watcher.

3. Attempt to access the JSM request in the Customer Portal.

4. An agent adds a public comment to the JSM Request.

5. Customer XYZ tries to comment on the JSM Request from Slack

Proposed Future State:

Implement a feature that ensures once a customer is removed as a Reporter, they lose access to view or comment on any Slack notifications/conversations related to that JSM Request. This will help maintain the integrity of the permissions and privacy settings within JSM.

• Customer XYZ should NOT be allowed to view notifications about any further updates in the JSM Request.

• Customer XYZ should NOT be able to comment on the JSM Request.