I cannot understand why this should happen automatically, as it destroys the use case for many our customers Service Desk projects where the Service Desk is just an easy way to enter issues.
Especially a workaround for
JSD-270 would require giving the customers the browse project permission.
With the internal comments hardcoded to collaborators and agents there is now no way to enter real internal comments.
Why aren´t the permissions and service desk access regulations handled in a clean and transparent way? I.e. via permissions and roles. The current situation is way too intransparent as things are not configured in a central place and automatic actions happen with no way to correct them.