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Bug
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Resolution: Unresolved
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Low
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None
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3.4.2, 3.6.4, 3.16.0
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4
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Severity 3 - Minor
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1
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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
- On an existing Service Desk request, have a Collaborator to add an internal comment.
- Edit the internal comment as an Agent or the Assignee of the request.
- 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.
- is duplicated by
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JRACLOUD-68686 Disable the 'Share with customer' button for non agents comment
- Closed
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JSDSERVER-5547 The "Share with customer" button should not be available when an internal comment was added internally by a collaborator
- Closed
- relates to
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JSDSERVER-1448 Permission for Agent to make Collaborators' comment to be public
- Gathering Interest
- links to
[JSDSERVER-5361] Share with customer option is allowed when editing internal comment made by a collaborator
Labels | New: ril |
Remote Link | New: This issue links to "Internal ticket (Web Link)" [ 955031 ] |
Support reference count | Original: 3 | New: 4 |
UIS | Original: 0 | New: 1 |
UIS | Original: 5 | New: 0 |
UIS | New: 5 |
Support reference count | Original: 2 | New: 3 |
Support reference count | Original: 3 | New: 2 |
Support reference count | Original: 2 | New: 3 |
Remote Link | Original: This issue links to "Page (Confluence)" [ 459157 ] |