App to confirm that a comment should be to the customer and not internal-only?

Question

We're planning our migration from self-hosted Service Desk to Jira Service Management (Cloud).

For some of our projects, one of the apps we were using is Doublecheck for Jira Service Management which, when a customer-facing comment is about to be posted, pops up a prompt to confirm that it really should be sent to the customer. Internal comments don't result in a prompt.

Unfortunately, this app is not available for Cloud.

Is anyone aware of an app with similar functionality that is available for Cloud, please?

Thanks.

AM_rw4df9 · Answer

Hi @Alex Koxaras -Relational- , thanks for your suggestion.

As a confirmation for customer comments is also key for us, we tried to recreate your suggestion. We have Scriptrunner installed instead of JMWE.

What we did is
1) we created in the workflow a loop transition from a state into the same to which we have added a screen as well as post function to add a comment

2) we added a automation rule that is triggered if a comment is added.

-> However, the screen is not shown but the automation rule is executed.

It would be very helpful if you can specify

1) Can you specify where to create the mentioned two self transitions? In the workflow?
2) What you mean by "screen transition"?

3) Do you know if we can make your suggestion work with Scriptrunner?

Thanks for your help

Annette

Alex Koxaras -Relational- · Answer

Ok! If Jira doesn't suit your needs then yes, the best thing is to look for alternates!

Philip Colmer · Answer

Thank you for the suggestion. Unfortunately, this change, combined with others we are having to deal with as part of the server -> cloud migration, are likely to cause us to start looking at other platforms now.