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  1. Jira Service Management Data Center
  2. JSDSERVER-5361

Share with customer option is allowed when editing internal comment made by a collaborator

    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 3.4.2, 3.6.4, 3.16.0
    • Issue View

      Problem definition

      Collaborators (JIRA Core/Software users that are part of the Service Desk Team) can add internal comments and when an Agent edits the internal comment, the pop-up Edit Comment screen allows Agent to share the comment to the customer. However, the internal comment will not be shared after clicking on the Share to customer button.

      Steps to reproduce the issue

      1. On an existing Service Desk request, have a Collaborator to add an internal comment.
      2. Edit the internal comment as an Agent or the Assignee of the request.
      3. On the pop-up screen, select Share to customer to make the internal comment public.

      Expected result

      The internal comment will be a public comment and it will be shared to the customer.

      Actual result

      The internal comment is still restricted and not viewable by the customer in the Portal.

      Notes

      Since the button is available, it'd make the user thinks that it's possible to share a collaborator's comment to the customer. However, this is not true as the permission will still be validated and hence, the internal public will remain internal.

            [JSDSERVER-5361] Share with customer option is allowed when editing internal comment made by a collaborator

            Marc Dacanay made changes -
            Labels New: ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 955031 ]
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            Support reference count Original: 3 New: 4
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            Bugfix Automation Bot made changes -
            Support reference count Original: 2 New: 3
            Bugfix Automation Bot made changes -
            Support reference count Original: 3 New: 2
            Bugfix Automation Bot made changes -
            Support reference count Original: 2 New: 3
            Sven Laanela (Inactive) made changes -
            Remote Link Original: This issue links to "Page (Confluence)" [ 459157 ]

              Unassigned Unassigned
              michin Michelle Chin
              Affected customers:
              8 This affects my team
              Watchers:
              11 Start watching this issue

                Created:
                Updated: