Add a third option to"Add Internal Note" "Reply To Customer"

Question

Hello Atlassian Folk,

Is there a way to add a third response field to the existing "Add Internal Note / Reply To Customer" options.

I'd like to create an "Actions Taken" option which we'd use specifically to track actions taken to remedy an issue.

Often our Internal Notes and Customer replies can get quite lengthy so having just the Actions Taken would make it easier to track the course of resolution

Can Jira do this, or is there an extension that does?

Darren Ching · Answer

Hey @Jack Richens,

Our team has a similar need to capture key information somewhere within a support issue itself but without adding clutter to the ticket.

Atlassian announced a feature that allows you to restrict internal notes on JSM so that they're only visible to certain roles. Maybe see if that helps? My team finds it alright, but we also did want to have other stuffs like making notes visible only to the person who wrote them and formatting codes. So we decided to build our own app.

If you still have the need to track "Actions Taken" or add any notes at all, and don't mind exploring 3rd party extensions, it'd be awesome if we could have you take a look at our app and share your feedback. Here's a quick peek:

It's still in its early stages and we're not ready to put it on Marketplace yet, but you can get an installation link via email after registering through the page. Hope to see you there!

Fazila Ashraf · Answer

Hi @Jack Richens

Not possible to customise the UI out of the box. But for this use case, we use the 'log work' description. You can also create a custom field ("Action taken" ?) to capture those details?

Marc -Devoteam- · Answer

Hi @Jack Richens

You could look at threaded comment options.

https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=comment%20thread

Quickly scanning the options of the apps, this would be the option i possibly wo go for, but thats personal off course

https://marketplace.atlassian.com/apps/1228357/smart-comments-for-jira?hosting=cloud&tab=overview