Can you add a comment via API from another user?

[dave3]

We create a ticket on behalf of a customer, but, we’d also like the ability to add a comment on behalf of the customer, or as ourselves.

However, I see no raiseOnBehalfOf or commentOnBehalfOf fields.

Is it possible to add a comment as another user, assuming my authenticated user has enough permissions?

[nmansilla]

@dave3 yes, via user impersonation (User impersonation for Connect apps).

But to be more prescriptive, here’s a post from last year with an example of how to do it:

Raise Comment On Behalf of Customer via API

Hello @alexsopinka, Yes you can, be sure that your app has ACT_AS_USER scope and the user you are impersonating has the necessary permission to comment on the ticket (or else you get a 403). I wrote a sample app using Atlassian Connect for Express and here’s the snippet to give you an idea. app.get('/postOnBehalfOf', addon.authenticate(), function(req, res) { // var httpClient = addon.httpClient(req); // app generated user to post the comment var httpClient = addon.httpClient(req)…

[dave3]

Is there a mechanism that works via the REST api?

[nmansilla]

@dave3 - once you have that bearer/access token (follow the impersonation docs), you can make REST API calls from your backend app. Scroll down to the section titled Using an access token in a request in the doc page I posted above. All requests sent using that auth token will be made on behalf of the user.

[dave3]

I don’t think I’m being clear, or, I didn’t quite grok that response.

So, I can create a customer request using this api, and I can provide a raiseOnBehalfOf, and provide an email address: https://developer.atlassian.com/cloud/jira/service-desk/rest/#api-rest-servicedeskapi-request-post

But, our app may want to add a comment that the customer made on our app to jira, and we would want it to come from that same user. How can I do a commentOnBehalfOf for that comment?

Keep in mind, the user may or may not have existed when I created the issue - I pass in an email address to raiseOnBehalfOf, and if the user is not already on service desk, an account will be created for them.

[dave3]

Also, we do not do OAUTH, we use Basic Authentication with a generated token for our admin user. https://developer.atlassian.com/cloud/jira/service-desk/basic-auth-for-rest-apis/

So, I’m not sure how to impersonate using REST and Basic Authentication.

[andreas.schmidt]

Hi @dave3,

I don’t think it is possible with normal Rest API.
There is an open feature request: https://jira.atlassian.com/browse/JRACLOUD-35124
Comment just does not work the same as create.

Cheers,
Andy

[Julienb]

Hello. So, as of today, is there any solution to have customers writing comments in their own request on JSM? We would like to have comments written by customers, not by the admin user.