That's the info i received from ROVO
This is a known change that Atlassian has implemented in the Jira Service Management Cloud interface. Previously, internal notes had a distinctive yellow/amber background, making them clearly distinguishable from customer replies. In the current UI, internal notes are indicated differently:
A lock icon (🔒) next to the comment
The label "Internal note" above the message
A subtle difference in styling (lighter border or background)
Unfortunately, this is not a setting that you can adjust as an administrator. It is a platform change made by Atlassian itself — there is currently no option in the project settings or the global JSM configuration to restore the yellow background color.
What you can do:
Vote on the feature request on the Atlassian community — there are multiple requests from users to bring back the yellow highlighting. The more votes, the greater the chance that Atlassian will reconsider this.
Browser extension as a workaround — some teams use a custom CSS extension (such as Stylus) to visually highlight internal notes through a custom stylesheet. This is, of course, a local solution per browser.
Look for the lock icon — when writing a reply in the comment field, you can switch between "Reply to customer" and "Internal note." The lock icon confirms that it is an internal note before you submit it.
In short: the yellow color is no longer available as a setting and can only return if Atlassian re-implements it.
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