Changes have been made in the following versions in order for JEMH to better match Jira Service Management (previously called Jira Service Desk) commenting behaviour:
3.1.4 (for Jira 8+)
2.7.48 (for Jira 7.10 - 7.13)
Agents
Users who help customers with their requests. They:
Have access to Jira Service Desk Management application
Have the Service Desk Agent project permission
Collaborators
Users who are assisting the agent with the request. They:
Have access to a Jira application (Core, Software or Service DeskManagement)
Have browse and comment permissions on the target Service Desk Management project
Customers
Users who create requests to get help, or are participating in the request. They are:
Located in one of the following locations on a Service Desk Management issue:
Reporter
Request Participants
Organizations
User is… | They can… | Additional notes |
|---|---|---|
Agent |
| Determined by the Agent comment visibility setting in a Project Mapping. Can be overridden using the |
Collaborator |
| Comment via email will be internal unless the user is also added to a customer field (see below). |
Customer |
| Comment via email will be public unless the user is also a Collaborator (see below). |
Collaborator and Customer |
| Determined by the Collaborator comment visibility setting in a Project Mapping. |