Commenting on Service Management issues using JEMH

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 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 Management)

  • Have browse and comment permissions on the target Service 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 Management issue:

    • Reporter

    • Request Participants

    • Organizations

User is…

They can…

Additional notes

User is…

They can…

Additional notes

Agent

  • Create internal comments

  • Create public comments

Determined by the Agent comment visibility setting in a Project Mapping. Can be overridden using the internalComment directive and a value of true or false.

Collaborator

  • Create internal comments

Comment via email will be internal unless the user is also added to a customer field (see below).

Customer

  • Create public comments

Comment via email will be public unless the user is also a Collaborator (see below).

Collaborator and Customer

  • Create internal comments

  • Create public comments

Determined by the Collaborator comment visibility setting in a Project Mapping.