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Automation for Comment - Segregating internal and customer comments.

Amit Jash_xi3e72

Hi Team,

We are implementing a sync process between Jira Software and Jira Service Management(JSM) via Jira Automation. So as part of that whenever a customer raises a service request in JSM, a cloned Jira ticket is created for the developers to work on the request. Now the problem is when a bunch of developers are working on it, we are communicating the status and progress via Jira comments that are internal to us and not intended for the customer to see via the JSM comment section.

But at the same time, we also want a mechanism where we can put our customer query in the Jira comment and that should show in the customer JSM comment section for the customer to reply. So now we are not sure how to implement this separation of <internal> and <external> comments in Jira .

Is there any way to achieve it with or without Jira Automation?

We are on Jira Cloud - Premium.

Thanks

Amit

Accepted answers

Trudy P Claspill

Hello @Amit Jash

Can you provide more information as follows:

1. What tool/feature/app have you used to handle cloning the issues from JSM to Jira Software?

2. Do you already have an implementation for synching data between the issues? If so, what is that implementation and what data is being synch'd and in what direction (JSM > JSW, JSW > JSM) does that synch happen?

3. If you don't have an implementation for synching data between the issues then:

3.a What data needs to be synch'd?

3.b.In which direction does it need to be synch'd?

4. Do you have any concerns about exceeding the monthly rule execution limits for your subscription by adding more Automation Rules to your environment? Refer to https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update

All comments

Trudy P Claspill

Hello @Amit Jash

Can you provide more information as follows:

1. What tool/feature/app have you used to handle cloning the issues from JSM to Jira Software?

3. If you don't have an implementation for synching data between the issues then:

3.a What data needs to be synch'd?

3.b.In which direction does it need to be synch'd?

Amit Jash_xi3e72

Hi @Trudy P Claspill Please find my response:

1. We are using the Automation for Jira to handle cloning the issues from JSM to Jira Software. This is the rule we have created..

2. Yes we are able to achieve 2-way sync (between JSM > JSW and JSW>JSM). Any updates made in the JSM are reflected in JSW and vice-versa. (We have a separate automation rule created for that.)

3. NA as we are able to achieve the sync.

4. As of now we don't have any limitations on the no. of the monthly automation rule execution limit as we are on Premium and have enough bandwidth to accommodate multiple automation rules.

Trudy P Claspill

Are you already including in your synchronization process either pushing comments made on the JSM issue to the linked JSW issue or pushing comments made on the JSW issue to the JSM issue?

You could have your developers add some specific keyword to the comment that you can use in an automation rule to identify that the comment should be posted to the JSM issue as a customer-visible comment.

Alternately, if you allow only text in the comments to customers from developers, then you could create a Manually Triggered automation rule that would post text entered by the triggering user as both a comment on the JSW issue and a customer-visible comment on the linked JSM issue.

Either way you have to teach your developers to do something specific when they want their JSW comment to be made customer-visible on the JSM issue.

And then, if you don't already have it in place, you would need an automation rule to push comments made on the JSM issue to the JSW issue. You would need to decide if you want all JSM comments pushed to the JSW issue, or if you want to impose some sort of criteria on which comments get copied over.

Amit Jash_xi3e72

Yes @Trudy P Claspill We are able to achieve it now using the {{smart values}} condition with the second value as the "customer" keyword.

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