Pop-up comment box

[Alison Files]

When we have a service request and we click on "Respond to Customer", a pop-up box to add a comment appears but we can't get that working when the issue is an incident.  We have added "Respond to Customer" to the workflow but the pop-up box won't appear.  Is there another setting we need to configure?

[miikhy · Accepted solution]

Hi Alison,

Usually the customer vs internal comment system is available for all issue types mapped to a Request Type in a Service Desk project. Can you confirm if your incidents are mapped with a portal issue type?

Thanks,

Cheers

[Alison Files]

Yes, they are mapped with a portal issue type.  I also noticed that the pop-up comment box does not appear when we have a Service Request with Approval issue type.  

[miikhy]

Oh I think I got confused between the internal/public comment and the fact that you don't get a screen with comments while transitioning your issue.

In the workflow you need to have a screen (even with no field) to trigger the comment box to pop. You can find more documentation here:

https://confluence.atlassian.com/jirakb/how-to-add-a-comment-during-a-transition-779160682.html

Please let us know if it helped!

Cheers

[Alison Files]

The above article was exactly what I needed - issue has been resolved!

Thanks

[miikhy]

Great!

[Chanson]

nice one