how to make a comment to be shown in the portal

Rosana Casilli

Good morning,

 

I have this issue. 

Users are complaining that when they do a comment in jira service desk as add internal note it is not shown  in the portal, I am clear about that. 

So I have suggested to click on Answer to costumer instead and put a note. But now they are tellinng me that this action is changing status of the ticket?

is that possible? I am new in service desk, and in fact the entire project was done but someone not in the company.

they want the comment to be seen in the portal. Can you help me on this please?

 

Thanks in advance,

Ro

Jack Brickey

Hi Rosana,

There are two ways (actually more) to add a public comment w/in JSD. The actual behavior depends on how you have it configured in your system. However, here is what I have and recommend.

Respond to Customer - this is a transition meant to pass the issue back to the customer for more info/consideration. The screen that pops up when an agent clicks on respond to customer allows for a comment (public) which will display in the portal and result in an email notification to the customer.

Reply to customer - this is simply a public comment that the customer, all watchers and request participants will see. it leaves the status alone.