Default Field When Changing Ticket Status – Internal Comment Instead of Reply to Customer

Mauricio Velasquez

Good morning, Atlassian team,

I'm experiencing an issue where, when my team changes the status of a ticket, the system defaults to "Add internal note" instead of "Reply to customer." This behavior is different from what we were used to — previously, it would default to replying to the customer.

Is there a way to change this default setting?

I appreciate your prompt assistance.
Best regards,

Trudy P Claspill

Hello @Mauricio Velasquez 

Refer to this article for information about changing the default setting for Comments in Transition Screens for Jira Service Management projects.

https://community.atlassian.com/forums/Jira-Service-Management-articles/New-Jira-Service-Management-settings-toggle-Set-default/ba-p/3056534