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Deactivate internal comments

Lars Blaschka

Hi community,

in JIRA ServiceDesk you can choose, if you want to comment a ticket internal (only your staff can see the comment) or comment to the customer.

We dont need this feature, we want all comments to be visible for the customer. I know, this CAN be risky, but we had different cases, in which our support team member closed a ticket with a comment, but mistakenly clicked "internal comment". So the customer got a notification, that the ticket is closed, but not a comment, why this is so....

Furthermore, when a customer wrote a comment in a ticket, we can press on "reply". But this reply is internal everytime. this is really frustrating and i couldnt find an option to change this option or even deactivate internal comments.

Do you guys know anything about it?

Thanks for your help!

Cheers, Lars

Accepted answers

Olga Videc

Hello @Lars Blaschka

This should help, an explanation from Atlassian team

If you can edit internal comment tab, you can remove it to

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-default-tab-to-internal-comment/qaq-p/56715

1. Keyboard shortcut : 'G'+'G' + Start typing 'Screens' and hit Enter
2. Locate the appropriate screen ( Assign to 2nd Line) and click on the configure button under operations
3. You will see the Respond to Customer and Internal Comment Tabs, and Add Tab.
4. You may drag and drop the tabs as you like. Hence, drag the Internal Tab to be before the Respond to customer tab.

Edit internal tab.png BR, Olga

Olga Videc

Hello @Lars Blaschka

I tested for two days and nothing this is the reality is not possible at the moment

https://jira.atlassian.com/browse/JSDSERVER-1928

The suggested solution, but requires coding

https://jira.atlassian.com/browse/JSDSERVER-1928

The first solution I provided enables you to make all the comments internal my disabling comment function.

I can't find the tab that hides "share with customer" and "comment internally"

You can un accept my solution sorry I couldn't help more

Apparently, this plug should enable you to make the default option for comments.

https://marketplace.atlassian.com/apps/1217337/doublecheck-for-jira-and-service-desk?hosting=server&tab=overview&_ga=2.73524884.724977931.1561970829-899529972.1531837689

Found this plugin here

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Default-Service-Desk-Comments-to-Internal/qaq-p/268822

BR, Olga

All comments

Olga Videc

Hello @Lars Blaschka

This should help, an explanation from Atlassian team

If you can edit internal comment tab, you can remove it to

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-change-default-tab-to-internal-comment/qaq-p/56715

Edit internal tab.png BR, Olga

Lars Blaschka

Hi Olga,

thanks for your reply, but I´m not even close to find this area where I can change this option.

What is keyboard shortcut 'G+G'?

When I configure a screen there are no tabs with "respond to customer" or "Internal comment"...

Can you explain this a little bit more detailed?

Thank you!

Lars

Olga Videc

Hello Lars,

Just press g two times fast or go to settings screens and find screen named respond to customer, there you can edit this screen, I’m writing on my phone now, but I’ll do some more digging and get back to you.

BR, Olga

Olga Videc

Hello @Lars Blaschka

Found it

If we reverse the process from this documentation.

https://confluence.atlassian.com/jirakb/respond-to-customer-and-internal-comment-tabs-missing-from-comment-in-service-desk-777026999.html

So these are the steps

Log into JIRA as a System Administrator
Click the Administration Cog and go to Add-Ons
Select Manage add-ons from the left-hand menu.
Locate your JIRA Service Desk Add-On and expand this item to see further details.
Click the link that shows "X of Z modules enabled.
Locate the service-desk-comment-field item in the expanded list, if this module is disabled, click the "Enable" button to enable it.

Tested works for me

BR, Olga

Olga Videc

Hello @Lars Blaschka

I tested for two days and nothing this is the reality is not possible at the moment

https://jira.atlassian.com/browse/JSDSERVER-1928

The suggested solution, but requires coding

https://jira.atlassian.com/browse/JSDSERVER-1928

The first solution I provided enables you to make all the comments internal my disabling comment function.

I can't find the tab that hides "share with customer" and "comment internally"

You can un accept my solution sorry I couldn't help more

Apparently, this plug should enable you to make the default option for comments.

https://marketplace.atlassian.com/apps/1217337/doublecheck-for-jira-and-service-desk?hosting=server&tab=overview&_ga=2.73524884.724977931.1561970829-899529972.1531837689

Found this plugin here

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Default-Service-Desk-Comments-to-Internal/qaq-p/268822

BR, Olga

Lars Blaschka

Hi @Olga Videc ,

thank you so much for ypur effort!!!!!! Really appreciate it!

But your suggested solutuon works for us. I deactivated the "service-desk-comment-field" and can now no longer choose between Internal comment or comment to customer. All the comments are seen by the customer right now. This is exactly what we wanted. So your answer was very helpful :-)

The only issue we still have is the "reply" button in the comments. When a customer creates a comment and we press on "reply", our answer is still only internal visible. Thats risky :-(

But our workraound will do for now. We just dont click on reply anymore :-D

Again, thank you very much for all your help!

Cheers

Lars

Olga Videc

Hello @Lars Blaschka

Can you please send me a screenshot of this "replay" button, and screen where it is?

Blur all the sensitive data.

I don't have that in my system or I just didn't notice it.

Lars Blaschka

Hi @Olga Videc ,

sure, here is a screenshot of the button.

You can find it when you open a ticket and scroll to the "activity"-screen. Under "Comments" you see the comments of customers and other agents who created a comment for this ticket.

In this case, i used a test-account (Lars Test) which simulates a customer, who created this comment in the customer portal.

When an agent would press this reply button, the comment would only be visible internally.

Thank you!

Lars

jhuynh_m43zzf

@Lars Blaschka I am unable to find `service-desk-comment-field` under the `Jira Service Desk` in the Managed Apps section to disable internal comments. I've been researching so much and can't figure it out.

I need to completely disable internal comments for my Jira Service Desk! I only want the ability to "reply publicly"

@Olga Videc

Lars Blaschka

Hello @jhuynh ,

I also struggled like you finding the configuration, but @Olga Videc explained it pretty clear. You have to go to settings, manage add-ons, and now heres the little trick. you have to chose "all apps" at the searching settings and then search for service desk.

After that, you have to click on the link that shows "X of Z" modules enabled.

Locate the service-desk-comment-field item in the expanded list. Here you have the setting.

Hofe this helped.

Cheers, Lars

jhuynh_m43zzf

@Lars Blaschka Thanks for responding!

I did just that- however when expanding `Jira Service Desk` I don't see any options, it's blank. I expanded other Jira Service Desk apps but i don't see the module service-desk-comment-field

I'm Using Jira Cloud..

neil_matillano

I have the same issue... Jira Service Management is empty for my side.... need some help on this! We also want to disable the internal comments as it's causing a lot of confusion and tension among stakeholders...

Screenshot 2021-03-07 at 23.43.49.png

jhuynh_m43zzf

@Lars Blaschka following up

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