Set Internal or 'to-customer' comment on Service Desk with groovy

[Arianna Fabbri]

Hi,

is possible to update a Service Desk issue's comments setting comment's visibility?

Can I add a comment with groovy setting it as "Internal Comment" or "Respond to customer"?

Thank you

[Geert Graat]

Hi,

You can run a custom script in a post function to add a comment restricted to a specific role, in this case the Service Desk Team (Role ID 10101)

// add a comment restricted to Service Desk Team role
ComponentAccessor.getCommentManager().create(issue, userKey, "your comment", null, 10101 as Long, true)

If you do not restrict the comment, it will be visible for the customer.

Regards,

Geert

[Arianna Fabbri]

Hi Geert, thank you so much for your quick answer. Just regarding your suggestion, I'm experiencing another issue: if you take a look to my question https://answers.atlassian.com/questions/10401665/duplicated-comment-added-during-transition I was just trying to solve the duplicated comments error deleting instruction issueInputParameters.setComment(transitionComment) and substituting it with ComponentAccessor.getCommentManager().create... But, if I use this instruction (commentmanager) my script doesn't execute properly. I've added the instruction after if (!transitionResult.isValid()) { log.debug "Transition result INVALID" }else{ .... here and: - the comment is correctly added only once - the assignee is not saved on new issue (without using commentmanager I have duplicated comments but everything is ok for the assignement). Have you any suggestion? Thank you again

[Geert Graat]

Hi, I see I copied my code with the variables issue and userKey, issue is defined in your script, but you probably have to substitue authContext.getUser().getKey(). That will probably solve it.