Change the Accordion Placement or View of Comments in Jira Service Management

[Rachel Simon]

Hi,

Server Instance of Jira Service Management version 9.3.0

After the most recent Jira SM maintenance, the structure of the “Activity” section changed. It is really user-unfriendly and difficult to work with, especially with tickets that have a lot of comments. I’ve had many people complain and ask to have it fixed (aka back the old way).

Old situation:

• You could sort the comments newest or oldest first. (still can)
• If you sorted by oldest, the newest comments would be at the bottom.
• You would view ~5 recent comments and then could expand the accordion above the most recent comments and the full history would show.
• If you added a new comment from the comment box, it would show at the bottom.

Now:

• You can sort by newest or oldest.
  • However, if you sort by oldest, only the oldest show and you have to expand by 10 comments each, then expand all. This doesn’t make sense because you want to view the history, but the most recent comments are most important of course https://www.awesomescreenshot.com/video/13053565?key=0123c424d070174262b38dadc717c94d
  • If you sort by newest, you add your comment at the bottom of the page. However, the comment is added at the top of the comments, so you have to scroll all the way up in order to see what you’ve added. https://www.awesomescreenshot.com/video/13053503?key=3cf2d261cef4b101ebc5a238ca0e5a05

Possible solutions:

• Is it possible to have it so that when sorted oldest first, the accordion falls above the newest comments, instead of opening below?
• Or to move the “click to add comment” to the beginning of the comments section?

[Rachel Simon]

Please note, this is a Server Instance of Jira SM version 9.3.0. The view in Cloud works intuitively, moving the comment up or down depending on how you sort activity