Is it just me, or are there a bunch of skipped ressources because of CORS errors on the new transition exp ? looks like cloudfront.net and atlassian.net are missing there...
The note here "Support for Asset field: The old transition screens will continue until the Asset field is supported on the new transition screens" seems to be at odds with the note in https://jira.atlassian.com/browse/JRACLOUD-78919 which says the following:
We’re slowly moving users from the old experience to the new experience to ensure one experience for all of you.
We use Assets fields in many transition screens, how are you preventing our users from being transitioned to the new experience so that our processes are not broken?
Changes #2 and #7 contradict each other - now that I have to remember to change the comment type, or worse, edit or delete and recreate the comment so it is visible, how on earth is that faster?
And despite what it says in this article, this change was enabled for all agents in our site by default.
it's not ideal that "Internal comment" is the default for service management projects. As a result, when we close our tickets, the user doesn't receive a public comment - It should be possible to change it to external
I do not understand the modern days programmers, I really trying to, but I cannot. It is obvious that bunch of people want "Add Internal Notes" to be the default option while another bunch of people want "Reply to Customer" be the default option. Isn't this obvious that you just have to add a configuration parameter so people can pick what they need to be the default option? Is that really the "best" solution programmer can do today, just "hardcode" the default option from one to another and then marketing (or whoever it is) waists time explaining to end customer that this is "better for you". Give the user a choice, what is the big deal here? Your software very sophisticated already, it is obvious you have a great team of programmers, and they can do anything to make the solution better. Can someone tell them please that allowing a choice to a user how to configure defaults is the best choice for ... users!!!
"Thanks" (not really) to this change, we have to restructure the support team process and re-release a new rev of number of documents, so just they "do not forget" to click "Reply to Customer" option, so that customer can actually see the reply.
Please, thinking of customers, add the configuration to select the default for this one, so this issue can rest in peace forever?
I may be wrong, but it would seem that Agents would primarily be replying to customers when the status changes. Having it default to "Internal Comment" adds more time for my agents as they have to remember to click 'Reply to Customer' in their workflows.
Definitely does add more time. And if someone forgets to click on "reply to customer" before resolving the ticket, ticket closes, customer doesn't see our closing comments, they reopen the ticket. Wastes customers time and our time.
Most of these changes are great and an improvement BUT the default to internal comments without the ability to change this default at a global level is terrible. I have IT agents that reply to customers all day long when selecting "Awaiting Confirmation", "More information required" transitions that are directly aimed at their customer. In fact there are NO transitions in our service desks that warrant an internal comment. This is a Service desk for goodness sake and it's about servicing our customers.
This morning, I will be sending out a mass email to all our service desk agents and warning them NOT to go to the new transition experience.
Happy to discuss further with Jira Service Product team as not sure who you are getting such bad advice to default to internal comment on transitions. And even if you were listening to those who advocated to internal comment, why not make that the internal comment the one you can configure personally to default vs completing changing the regular transition default.
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Currently, the new issue transition experience does not support the asset custom field. Atlassian started development as far as I understand, but you cannot use it right now to change asset custom fields. You can raise a support request to have the new transition experience disabled for your site.
Tried the feature, it negatively impacted our agents and our customers, implemented work around. Seriously not looking forward to the forced transition date. Requesting rollback.
Not being able to change the default response type from internal to reply to customer has cause us many issues. A lot of staff is still accustomed to replying to the customer as the default response type, this is causing many customers to be left in the dark wondering why their ticket has been closed.
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