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What does "comment internally" actually mean in JIRA Service Desk?

In JIRA Service Desk projects, comments are segregated by internal vs external visibility. Meaning that I am able to select whether I want to Share with customer or Comment Internally.

Which users are able to see comments that are specifically marked as internal?

I couldn't find proper documentation describing this feature.

Accepted answers

All comments

Nic Brough -Adaptavist-

Share with customer makes the comment visible to everyone who can see the issue/request.

Internal comments do not appear on the requests, so a customer can not see them.

unknown

Internal comments are not shown on the portal view of the issue. However, everyone who can see the internal version of the JIRA ticket can see both internal and external comments!

Internal = "Everyone who uses JIRA and has access to this issue in JIRA itself. But not displayed on the portal view"

Linda Wanitschek

Thank you William. Very clean statement.

Michael Aniskovich_il0634

I still remain confused by this. "But not displayed on the portal view".

So, I respond to the submitter by tagging them (using the [~nnnnn] tag.

1.) Will they see it if I choose "Comment Internally"?

2.) What parameters constitute "Customer"? (My assumption is that it's someone outside of my company, but I could be wrong.)

I would LOVE to see "hover-over" notes added to these kinds of things. Kind of annoyed.

Linda Wanitschek

Jon, yes it takes them to Jira, but their user security will only let them do x, so we are okay with that. They still cannot see the internal comments.

Not all apps are perfect. We struggle to with what should the reporter be able to see or not, and yes the service desk team members have to do the fixes. But we have over 3500 people in our instance and haven't had any slip ups. knock on wood.

Jeanne Scilley

Hello Linda. How are you able to hide internal comments from your users who view the tickets in the JIRA application?

Our SD is internal to our company - we do not use it for persons who buy our products - our SD "customers" are business users who seek IS support inside the company. We have a mix of business users - some of which are JIRA savy and actually use JIRA core/software for their projects and project management. Because they are familiar with JIRA they do not use the portal to check the status of their service desk tickets - they work/comment directly in the service desk tickets

It would be nice if there was a way that we could hide the Internal comments for those users who are not agents in the service desk.

I would be interested to know if I understood your last comment to mean that your employees who are not service desk agents cannot see the internal comments in that service desks tickets. And if so, whats the magic trick? ;-)

Jan Clausen

Hi,

I would also like to know if there is some posibility to make the internal notes in SD "private"

so that only assignee or board administrator can see them.

Not all other company users

Is it possible

Nic Brough -Adaptavist-

No, if you can see the issue, you can see the internal comments.

Tim Jedlicka_u6sj3e

Atlassian already has a feature in JIRA that could address these issues and offer flexibility. In non-JSM JIRA (standard JIRA), one can specify who can view a comment based on JIRA roles or groups. It should be trivial to restore this feature to JSM-JIRA.

Nic Brough -Adaptavist-

That function is significantly less old than this question is. It's also counter-productive - it's an anti-collaboration pattern, and something that should be rarely, if ever, used.

Also, the usage of comments in JSM projects is for a different purpose, and this function would be of even less use in JSM.

Tim Jedlicka_u6sj3e

It causes problems in our use case - our "customers" are all "internal developers" who use JSW. We support the developers using JSM. There are times when the support team needs to discuss an issue without involving the "customer or user". Since all our developers use JIRA (JSW), they now have access to our "internal" conversations. In our case it actually blocks collaboration within the internal team. Since switching from a JSW project to a JSM project we now have to take all internal conversation/collaboration outside of our ticketing system.

If comments aren't intended to be used this way in JSM, is there a way for the Service Desk team to collaborate within JSM? I tried worklog updates but that is also exposed to the customer. (Perhaps this should be a new question).

The functionality is there - just not the philosophy or understanding the use case where the "customers" of a help desk (JSM) are all "internal" developers (JSW). It would be nice if JSW and JSM could co-exist.

Nic Brough -Adaptavist-

>In our case it actually blocks collaboration within the internal team

How does sharing information block collaboration?

> is there a way for the Service Desk team to collaborate within JSM?

That's what all service-management software does - share information across a team so they can work together. I'm not sure what else you might be looking for.

Edit: Sorry, I posted that and re-read it, and realised it was not clear on what is running through my mind - you have Agents, Developers and Customers.

It's understandable why Customers don't want to hear the conversations developers might have, internally or with Agents, the customer only cares about what the Agent tells them really, and there are many cases where a customer should not know (let alone care about) what is happening internally. But when you have developers who are also customers, what is the problem with sharing all the info with them?

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