Missing customer notification when changing internal note to external

[Jochen Betz]

In order not to duplicate comments it at least seems to be possible to for agents to to edit the comment and changing it from internal to external.

The issue is, that this seems not to trigger notification to the customer as it does when a new comment to the customer is written.

How to configure this? Is it even possible? Or does it need to be automatized? And if it needs automation, how can it be send in a way that the customer can reply to the email the same way as he can for the standard notification mails (it seems to come from a different sender)

[Jochen Betz · Accepted solution]

So finding: Atlassian believes this is not a bug but a feature. Changing a comment from internal to extern for them does not mean: It's a comment for the customer (why would they, it only has been marked to be for the customer), so we don't inform him about.

[Tessa Tuteleers]

Hi @Jochen Betz , 

According to JAC (see here), the "comment edited" event is thrown. 

Can you confirm that this is not happening either? 
I would understand expecting the "Public comment added" event, but maybe you can work with this too? 

If no event is thrown at all, it ight be worth mentioning this on the JAC ticket. 

- Tessa

[Jochen Betz]

Thank you @Tessa Tuteleers  for the fast and useful info. I checked the ticket and it seems diretly related to my problem. It looks like it has been resolved last year. Don't know if it means it has been also deployed.

But to verify your question: How/where can I see which event is thrown?

- Jochen

[Jochen Betz]

@Tessa TuteleersCould you please elaborate how I could check the point you mentioned?

[Tessa Tuteleers]

Hi @Jochen Betz , 

One of the customer notifications is called "public comment editted". 
Please check if this is enabled and test if that mail is send when you change a comment from internal to public. 

You can see in JAC that the issue is Closed -> Won't fix.
I assume this is because you are essentially editting a comment, so it's working as intended, even though it does not make sense notification wise for your customer. 

- Tessa

[Jochen Betz]

Thank you @Tessa Tuteleers  for coming back to it. I can confirm, that "public comment editted" ist set. I can't currently easily test if that is working as the "magic of jira" is unknown. You never now which if/else is behind the logic to send notifications. It depends somehow if you are reporter, assignee, watcher, if you have commented ... it's a mess.

I have missed the "Won't fix" "solution". It's nice that developers believe more in there intention than the requirements of customers. </sarcasm> But as always they want us make to believe we (the customers) are the most important thing for them. *arg*
 
Or in short: If I would not be forced to use this product: I would not.
Or in the words of customer feedback forms: Would you recommend the product to your friends on a scale form 1-10: 0