Need help again - internal notes visibility only for Agents by default - how? :)

Question

Hi,

I am brand new to JSM and need help. Based on my experience with Jira Software, I have created a project where I have the ability to add internal comments and customer comments. However, I can't find how to set internal comments to be visible only to Service Desk Agents.

Please help

Duc Thang TRAN · Accepted Answer

Hello @Emilia KASPRZYK

For me you are on internal comment mode

You able to see be cause you have a license et work a service desk Team
Normaly via portal, theses comments is invisible

Matthias Gaiser _K15t_ · Accepted Answer

Hi @Emilia KASPRZYK

it seems that you've used in the past comment restrictions via the "lock icon button" at the comment to restrict visibility to certain team members. This is not needed in JSM anymore.

As @Duc Thang TRAN pointed out, you can simply write either

* comments via "add internal note" which is NOT visible to your JSM customers, only to your agents and possibly other collaborators 
* or comments via "reply to customer" which are then also visible to your JSM customers.

Cheers,
Matthias.