One Comment button for Internal IT issues

Question

We are running JSM and Jira server, hosted in Eficode Cloud.

For Internal IT issues, it is not helpful to have a Comment internally button where Comments shows up only in Jira, and a Share with customer button where comments show up in both JSM and Jira. All Comments should be in both JSM and Jira.

Is it possible to have one Comment button only for internal issues, which shows up in both Jira and JSM?  (Our Jira project: ITS).

For our external customer issues, having Comment internally and Share with customer makes perfect sense and we'd like to keep it. (on a separate Jira project).

Is it possible to have only one Comment button for internal issues? If not, why not? Is there a feature request that can add my name to?

Vishwas · Answer

Hey @Alex Sharpe

Got it, in the new JSM we have a bit different workaround. Which i just tested and working perfectly.

The workaround mentioned is out dated in the request there, please follow these steps:

In Manage Add ons, filter for "All Apps" we have Jira Service Management Plugin. There we have one module service-desk-comment-field. if we disable this module then only one comment option is there. Just like you see in Jira Software.

But a point to be noted that if we do this it will disable at the instance level, so we dont have an option to enable/disable one project basis.

That's it !!

Regards,

Vishwas

Alex Sharpe · Answer

For this Work Around:

Disable the cr-share-request module under the JIRA Service Desk plugin in Manage add-ons.

-> We do not have a JIRA Service Desk plugin visible in apps in Jira. We are running Jira Service Management (Atlassian's naming convention is a mess), but no app is listed for that. We do have Extension for Jira Service Desk but I could not find the cr-share-request module listed there.

As far as I'm concerned, on a per-project basis it should be like this:

* Comment internally: can be disabled or enabled on a per project basis  
* Share with customer: can be disabled or enabled on a per project basis  
* For internal projects used in JSM and Jira, there should be just one Comment button, it seems weird to have have a Share with customer button when there is no customer data in an issue.

Since https://jira.atlassian.com/browse/JSDSERVER-4591 was created back in 2016 I'm assuming Atlassian won't be addressing this any time soon.

Vishwas · Answer

Hey @Alex Sharpe

Since JSM is built around ITSM and focuses on customer support kind of projects. It is always better to have those 2 distinction in comments. Hence we have "Internal comment" and "Share with Customer"

But i understand your requirement where there can be only internal projects and JSM should allow that enable disable those 2 option buttons.

You mean to disable any one comment button ?

Looks like there is a feature request open here for "share with customer" button to be disabled https://jira.atlassian.com/browse/JSDSERVER-4591

Please check and upvote here.

Also check the workarounds in the comments.

Hope this helps !!

Regards,

Vishwas