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How can I hide transition comments from my customers in the customer portal view?

Connor_Richardson

jira service desk.jpg

I have a complex workflow for my Jira Service Desk, and I would like to hide certain comments on the customer portal view that confuse customers. I use automation to auto approve/decline which leads to comments that say "automatically declined" or "automatically approved", and I would like to remove these comments. I would also like to remove transition comments, that customers do not need to see.

How can I get rid of these comments?? I would greatly appreciate any help

Accepted answers

All comments

Petter Gonçalves

Hello @Connor_Richardson

Thank you for reaching out.

Per your description, I understand you want to remove the comments added by default when you use the Jira Automation and also automatically hide all the comments made when an issue is manually transitioned. Is that correct?

About the automation comments, Atlassian has acquired a new automation tool that does not add those comments to Jira Service desk. Please, replace your current rules under project settings > Automation by the ones provided by the new automation tool, under project settings > Project automation.

About the transition comment, it is not possible to select a default value to the comment visibility, although we have a feature request to implement this option:

Default value for "Comment Viewable By"

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

For now, we can only suggest you to instruct your agents to manually select the option to add an Internal comment when transitioning any issues:

Screen Shot 2020-03-18 at 16.55.12.png

Let us know if you have any questions.

Connor_Richardson

@Petter Gonçalves Thank you for the help! Is "Automation for Jira" free? It doesn't appear to be. "Automation for Jira - Server" has a list price of $22k per year

Petter Gonçalves

Hello @Connor_Richardson

Thank you for your answer.

Sorry, I didn't notice that you are using Jira Server. Indeed, Automation for Jira is not free in the Server version of Jira, only Cloud.

That being said, I'm afraid we don't have an option at this moment to hide the activity logs that you mentioned without the use of plugins or Javascript. The following feature request was created to allow this option in JSD:

Ability to Hide Status Change Log in Customer Portal

As we don't have a workaround for it, I kindly ask you to vote and watch the suggestion to increase its priority.

Connor_Richardson

@Petter Gonçalves Dang. I have one other question. When does Jira consider an issue no longer "Open"? is it when I set its resolution status to "done"? Does the resolution status have to be set in a post function?

Kyle Cooke

Hi Peter,

Go to the Project Settings > Request Types > Find the request type that is associated with your issue type > Edit Fields. Change the tab to be Workflow Statuses.

Then change all the statuses to the default "Open" value, the customer won't get a notification when the value changes to Open, an example of ours: workflow statuses.PNG