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Bug
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Resolution: Fixed
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Low
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10.2.0, 10.2.1, 10.3.1, 10.3.2, 10.4.0
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2
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Severity 3 - Minor
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5
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Issue Summary
In Jira Service Management (JSM) version 5.x.x, unlicensed users with access to a project could only see the "Comment Internally" option when adding comments to a ticket. However, after upgrading to version 10, these users now see both "Share with Customer" and "Comment Internally" options in the comment section. Despite this, any comment they submit is always posted as an internal comment, even when selecting "Share with Customer."
Steps to Reproduce
- Install JSM version 10.4.0 and Jira software 10.4.0 on a same instance.
- Create a user with Jira software license.
- Create a JSM project
- Add the user created in Step 2 to 'Developers' role in the JSM project created in Step 3.
- Make sure to give Browse project, Edit issues, Add comment permissions to the user.
- Make sure the user is not added as a Customer in the Project.
- Create an issue in the new JSM project.
- Now, login as the user created in Step 2
- Access the previously created issue and go to the comment box, try to add a comment and click on 'Share with customer'.
Expected Results
The user shouldn't be seeing 'Share with customer' option.
Actual Results
The user is able to see the 'Share with customer' option.
The comment added is getting added as Internal.
Workaround
Currently there is no known workaround for this behavior. A workaround will be added here when available
Versions Tested
Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below:
| Testing Requirements | Version | Affected Version |
|---|---|---|
| Customers Reported Version | 10.3.1 | Yes |
| Most Recent Bug-Fix Release | 10.4.0 | Yes |
| Most Recent LTS | 10.3.2 | Yes |
| Previous Supported LTS | 5.12.15 | No |
- links to
This has now been investigated and resolved, unfortunately it was an unintended bug introduced by the comment restriction feature. A fix for this will be released in upcoming affected LTS versions.
There is a feature flag which will revert this behaviour: `sd.comment.restrictions`, except that will also remove the ability to further restrict comments to groups or roles.