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  1. Jira Service Management Cloud
  2. JSDCLOUD-3392

Restrict internal comments to only users listed in project roles



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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.


      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Experienced Behavior

      JIRA users are able to view Service Desk requests when granted "Browse Project" permission. These users are automatically able to view internal comments.

      Expected Behavior:

      JIRA users are able to view Service Desk request when granted "Browse Project" permission but are not able to view internal comments unless they are a part of the Service Desk Team.

      Suggested Resolution:

      Use project roles to determine if internal comments should be shown to users. A user who has "Browse Project" permission but no project roles should be able to view the request but not any internal comments. Users with "Browse Project" permission should be able to view internal comments when added to a project role such as "Service Desk Team" "Administrators" or "Developers"

      Update - 05th October 2022

      Since some users may find the current behaviour desired, implementing this feature will require a new setting, probably by adding a new option under
      Project settings -> Permissions -> Comment permissions.

      We value the merit of implementing the suggested improvement. However, this is not currently on our roadmap. We will re-evaluate it within a year.


      JSM Team.



        Issue Links



              b5af275868a6 Yuval Refaeli (Inactive)
              tevans Tim Evans (Inactive)
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              115 Start watching this issue