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Missing customer notification when changing internal note to external

Jochen Betz

In order not to duplicate comments it at least seems to be possible to for agents to to edit the comment and changing it from internal to external.

The issue is, that this seems not to trigger notification to the customer as it does when a new comment to the customer is written.

How to configure this? Is it even possible? Or does it need to be automatized? And if it needs automation, how can it be send in a way that the customer can reply to the email the same way as he can for the standard notification mails (it seems to come from a different sender)

Accepted answers

Jochen Betz

So finding: Atlassian believes this is not a bug but a feature. Changing a comment from internal to extern for them does not mean: It's a comment for the customer (why would they, it only has been marked to be for the customer), so we don't inform him about.

All comments

Tessa Tuteleers

Hi @Jochen Betz ,

According to JAC (see here), the "comment edited" event is thrown.

Can you confirm that this is not happening either?
I would understand expecting the "Public comment added" event, but maybe you can work with this too?

If no event is thrown at all, it ight be worth mentioning this on the JAC ticket.

- Tessa

Jochen Betz

Thank you @Piet Pieters for the fast and useful info. I checked the ticket and it seems diretly related to my problem. It looks like it has been resolved last year. Don't know if it means it has been also deployed.

But to verify your question: How/where can I see which event is thrown?

- Jochen

Jochen Betz

@Piet PietersCould you please elaborate how I could check the point you mentioned?

Tessa Tuteleers

Hi @Jochen Betz ,

One of the customer notifications is called "public comment editted".
Please check if this is enabled and test if that mail is send when you change a comment from internal to public.

You can see in JAC that the issue is Closed -> Won't fix.
I assume this is because you are essentially editting a comment, so it's working as intended, even though it does not make sense notification wise for your customer.

- Tessa

Jochen Betz

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