Update 22 May 2024

Hi everyone,

I'm pleased to let you know that this feature is now released! 

You can read more about the release in our Community announcement, and learn more about setting it up in this Support Article.

For customers on the Bundled Release Tracks, Comment permissions will be rolling out to sandbox and production in the coming weeks. 

Thank you,

Rachel Crossman

Senior Product Manager - Jira Service Management

Hopefully this restricting of who can write external comments on JSDCLOUD-9677 is being folded into the new settings too. That is the most critical piece needed.

This is indeed an important development that is due for a long time to help solve the issue of giving browse permissions and access to the good part of the Atlassian tool to business users without compromising (at first the license and now the permission to see internal comments) so many thanks for that.

I have been watching this closely do we have any date in mind to when this could be implemented by now?

Hey Rachel,

This development is much appreciated, please keep us posted on the progress and let us know if there is anything we can do to advocate for this feature.

Thanks.

-Anthony

Hi everyone,

Thank you so much for your feedback and patience. Apologies that this hasn't had a response for so long.

We are currently considering this feature request for the roadmap, specifically the ability to restrict Internal Comments by Project Role. Our team is looking into the solution at the moment, so that we can get back to you with more confidence and a timeline. 

As we're working out the solution, I'd love to learn more about your requirements. If you'd like to, you can schedule a call here.

Thank you, and apologies once again.

Kind regards,

Rachel Crossman

Senior Product Manager - Jira Service Management

Hi Rachel,

Can someone please pick up: https://jira.atlassian.com/browse/JSDCLOUD-3392

This feature has been neglected for at least two years now and has been a permanent thorn in the side for any customers who have internal facing support desks set up to support other non JSM staff in Jira software projects. It is incredibluy frustrating that the required "browse project" permission allows users to see internal comments, and removing the permission breaks the portal completely.

Can this please get some attention.

Thanks,

-Anthony 

Hi Rachel- can you please link this ticket as related to JSDCLOUD-9677 ?  Or elaborate on why they are not linked?

This feature would be incredibly beneficial for compliance and handling tickets- there is much more to this than just Internal and Customer.  While I understand that functionality is not just "lift and shift" from Jira Software to Service Management, the fact that this is available in Jira Software makes me optimistic that Atlassian can deliver!

+1

More than a full year has passed and still no update? Pleaseeee do something..
The last update is "meh" at best : This is not something that we will review later but don't have the resources to solve in the short- to medium-term.
Also you claimed to provide updates every 3-6 month and, as always, nothing happens as you changes the Assignee of those polls so often.
Another request, another poll, another waiting queue - just the same old story with your Cloud instances. Geez.

C'mon guys, that's ridiculous. Please make these changes ASAP!