"Add internal note / Reply to customer" not shown

Olivier B_

Hi,

I have a JSM project with 3 types of tickets. For one of them, the "Add internal note / Reply to customer" is not visible when a ticket is created :

 

The comment field is only available in the main view after the first transition (where the Comment field is on the transition screen).

I verified : Issue type / request type / Field configuration / Workflow : everything seems to be the same for all tickets...

 

I'm being mad, thanks for your help !!

 

O.

Fazila Ashraf

Hi @Olivier B_ 

hmm interesting.. May be there is a workflow property on the initial status and it is conditionally restricting comment only for this issue type?