Jira Service Management (JSM): How Comments & Attachments Work
Overview
This guide explains how comments and attachments behave in External Share when used with Jira Service Management (JSM) projects.
JSM Comments Logic
Internal Comments: Added as internal notes, visible only to internal users.
Comments to Customers (Public Comments): Added as replies to JSM customers.
Permissions in External Share for Jira
In the External Share link creation form, you will see the following permissions:
Permission | Actions |
|---|---|
| Comment: Add, View |
| Internal Comments: View, Add |
| Attachment: Add, Delete any, View |
| Public Attachments: Add |
Although Internal Comments and Public Attachments appear in all share link form but their functionality is specific to JSM projects.
Internal Comments
The Internal Comments permission allows users to view or add internal comments.
Comment & Internal Comments: Permission Combinations
Comment - Add | Comment - View | Internal Comments - Add | Internal Comments - View | Result for External Users |
|---|---|---|---|---|
Enabled | Enabled | Enabled | Enabled | Can view and add both public and internal comments |
Enabled | Enabled | disabled | disabled | Can add public comments; cannot view or add internal comments |
Enabled | disabled | Enabled | Enabled | Can add new comments and add internal comments, but cannot see public comments |
disabled | Enabled | Enabled | Enabled | Can view existing internal comments, can add internal comments, but cannot add public comments |
disabled | disabled | disabled | disabled | Cannot view or add any comments |
External user view
External users may see options such as Reply to customer (public comment) and Add internal comment, depending on the permissions enabled.
Public Attachments
The Public Attachments permission allows a user to add an attachment as part of a new comment and make that attachment visible to JSM customers.
When this permission is enabled (and the Attachment – Add permission is also enabled), external users uploading files through a shared external link can choose between:
Internal attachment – not visible to JSM customers
Public attachment – visible to JSM customers
Attachment & Public Attachments: Permission Combinations
Attachment - Add | Attachment - View | Public Attachments Permission | Result for External Users |
|---|---|---|---|
disabled | disabled | disabled | External users cannot add or view any attachments |
Enabled | Enabled | disabled | External users can upload attachments, but all uploads are treated as internal attachments (not visible to JSM customers) |
Enabled | Enabled | Enabled | External users can choose between:• Internal attachment (not visible to JSM customers)• Public attachment (visible to JSM customers) |
disabled | Enabled | Enabled | External users can view existing attachments (if permitted) and upload only public attachments |
Enabled | disabled | Enabled | External users can upload attachments, but cannot view existing attachments |
The regular Attachment permission behaves differently in JSM projects compared to other project types:
JSM customers do not see the Attachments section by default
Attachments added directly to an issue are effectively internal-only
Customers can only see attachments included in public comments
Therefore, regular attachments in JSM projects can be considered internal attachments.