JSM Cloud Migration Assistent - Internal comments will be visible to customer

Question

Hi All,

We are in the process of migrating one of our JSM projects from our Data Center instance to JSM Cloud. Now we're facing the issue that comments that were previously marked as internal have been migrated with the visibility set to "Reply to customer" instead of being marked as "Internal note" in JSM Cloud. As a result, all internal comments are now visible to our customers after the migration, which is a major concern.

Does anyone have an idea or a workaround to fix this issue?

Thank you in advance!

Kyle Lapham · Answer

Morning @Rocco De Angelis Rocco - Did you get a response on this from Atlassian and the cause?

Rocco De Angelis_dx0oec · Answer

I contacted Atlassian support today and am still waiting for a response. However, I would also like to raise this question in the community.

Alex Koxaras -Relational- · Answer

Yes, that's why is strange. This feature is supported in both platforms. So I wonder why dc internal comments are made public on cloud. Have you requested help from a partner or move atlassian's support?