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  1. Jira Service Management Data Center
  2. JSDSERVER-1604

When a reporter is an agent, internal comments are not restricted

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      Summary

      If an issue's reporter is an agent, then internal comments are displayed as public comments. This means that any customers who are participants can see all internal comments. Changing the reporter to a customer will cause all the internal comments to no longer be visible to customers. While the reporter is an agent, any customer participants will also receive notifications for the internal comments, which are presented only as public comments.

      Steps to Reproduce

      1. Create a Service Desk Issue with a reporter who is an agent
      2. Attempt to set the comment internal
      3. Post the comment

      Expected Results

      The comment is posted as internal.

      Actual Results

      The comment appears like it is a public comment. Internally the restriction exists, so changing the reporter to a customer will again hide the comments.

      Workaround

      Ensure the Raising requests on behalf of customers approach to creating issues is followed. If not, changing the reporter through JIRA to be the appropriate user will allow that agent to create internal comments on the issue, and it will also restrict any comments which were created as internal.

          Form Name

            [JSDSERVER-1604] When a reporter is an agent, internal comments are not restricted

            Vasi made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 445471 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304078 ] New: JAC Bug Workflow v3 [ 3125185 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2058037 ] New: JSD Bug Workflow v5 - TEMP [ 2304078 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2055553 ] New: JSD Bug Workflow v5 [ 2058037 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 1955178 ] New: JSD Bug Workflow v5 - TEMP [ 2055553 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v4 [ 1615832 ] New: JSD Bug Workflow v5 [ 1955178 ]
            Michael S made changes -
            Remote Link New: This issue links to "Page (Extranet)" [ 268735 ]
            Confluence Escalation Bot (Inactive) made changes -
            Labels Original: #threshold pm New: #threshold affects-server pm
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v2 [ 1603010 ] New: JSD Bug Workflow v4 [ 1615832 ]
            Marty (Inactive) made changes -
            Component/s Original: Request Participants [ 34393 ]

              owessels oli
              dcurrie@atlassian.com Dave C
              Affected customers:
              12 This affects my team
              Watchers:
              19 Start watching this issue

                Created:
                Updated:
                Resolved: