nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How to prevent internal comments that should be a reply to customer

Shaylyn Demidow

We have cases where sometimes a service desk rep selects "add internal note" instead of "reply to customer". Is there a way to prevent this?

This rep does still need the option to add internal comments but we want to prevent the mistake in the future.

Accepted answers

Joseph Chung Yin

@Shaylyn Demidow -

When JSM agent adds comment against an issue (This is via the project UI), it is up to each agent to select the proper buttons (either Add internal note or Reply to customer)for the target audience for the comments -

In our env, this is part of our standard training. There is no configuration that I am aware of to always default the comment to "Reply to customer" option. As the comment target audience process is an out of the box functionality.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Shaylyn Demidow -

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Taranjeet Singh

@Joseph Chung Yin I am wondering if this functionality works same for JSM DC/Server or does it have any default set for comments as either "Internal Comment" or "Customer comment" in JSM DC/Server?

Nic Brough -Adaptavist-

It is the same for DC.

Taranjeet Singh

Thank you for clarifying, @Nic Brough -Adaptavist- !

Adam Schoenemann

Deleted my questions for a new forum post as this was answered.

My apologies

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management