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How to set JSM Internal Comment to default to Visible to Service Desk Team?

Jennifer Bader

I have other JSM agents that can view internal comments on projects that they are not team members of.

I have global comment visibility set to Project Roles only.

I have the project Browse Projects permission set to Project Roles and 'service project customer - portal access' only.

The user should not be able to view the internal comments of the ticket, regardless if they are the reporter. They are not a part of the service desk team. This is a bug in Jira, outside of me changing this visibility on EVERY single internal comment BEFORE it is posted. I cannot change this setting after the comment is posted.

I've seen this ticket, but it does not fix a lingering issue: [JSDCLOUD-829] Adding Comments - more comment visibility options instead of just being restricted to 2 options - Create and track feature requests for Atlassian products.

I need a way to set the Default to 'Service Desk Team' for this Comment Visibility setting.

Any help would be appreciated!

Accepted answers

All comments

Trudy P Claspill

Hello @Jennifer Bader

It is not an ideal solution, but perhaps an Automation Rule could be used to change the comment visibility after it is created?

Screenshot 2025-04-21 at 10.35.55 AM.png

Jennifer Bader

Possibly! The visibility is already set to Internal, I just want the Internal Note visibility to default to Service Desk Team here.

Trudy P Claspill

I did not see the option to set a default Role for internal comment visibility mentioned as a feature in the original announcement from May 2024

https://community.atlassian.com/forums/Jira-Service-Management-articles/New-Restrict-your-internal-notes-to-project-roles-or-groups/ba-p/2704909

I didn't find a change request for that either in the public Atlassian backlog.

https://jira.atlassian.com/secure/MyJiraHome.jspa

I recommend that you contact Atlassian directly through a support ticket to find out if that is a suggestion already, or to get such a suggestion created.

rsisauri

Hello @Jennifer Bader ,

I've exact challenge in my instance. I want to ask if you have added suggestion already? I would love to add vote to it.

Thanks,

Ruska

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