As an Agent, when editing a Customer's comment, agent can click on 'Share with customer' to save the changes and make the comment Public, as it originally is. However, the saved comment will be saved as Internal, hence not visible in the Customer Portal.
This has been observed in JSD 4.7.0 & 4.7.1.
Bug started in 4.5.4 (8.5.4)
Note: This doesn't affect Agents' Public comments
Use a Service Desk project with default Permission Scheme, specifically the Browse project permission
- As a Customer, leave a comment in a Request via Customer Portal
- As an Agent, access the Request via Jira
- Edit the Customer's comment and click 'Share with customer'
- The saved comment will be Internal, not Public
Clicking 'Share with customer' will save the comment and share to Public
Saved comment is Internal
Granting the Customers the Browse projects permission, (on top of the default 'Service desk customer - portal access'). This can be granted via single user, roles or groups. Once granted, Customers' comments can be edited and shared publicly by Agents as usual.
If the Workaround is applied and the Customers have Application Access, it is possible to restrict the Tickets to only the Reporters and Assignee via Issue Security Scheme. Below are the suggested actions to take: