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Pop-up comment box

Alison Files

When we have a service request and we click on "Respond to Customer", a pop-up box to add a comment appears but we can't get that working when the issue is an incident. We have added "Respond to Customer" to the workflow but the pop-up box won't appear. Is there another setting we need to configure?

Accepted answers

miikhy

Hi Alison,

Usually the customer vs internal comment system is available for all issue types mapped to a Request Type in a Service Desk project. Can you confirm if your incidents are mapped with a portal issue type?

Thanks,

Cheers

All comments

miikhy

Hi Alison,

Thanks,

Cheers

Alison Files

Yes, they are mapped with a portal issue type. I also noticed that the pop-up comment box does not appear when we have a Service Request with Approval issue type.

miikhy

Oh I think I got confused between the internal/public comment and the fact that you don't get a screen with comments while transitioning your issue.

In the workflow you need to have a screen (even with no field) to trigger the comment box to pop. You can find more documentation here:

https://confluence.atlassian.com/jirakb/how-to-add-a-comment-during-a-transition-779160682.html

Please let us know if it helped!

Cheers

Alison Files

The above article was exactly what I needed - issue has been resolved!

Thanks

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