It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Accessing Service Desk comment "Internal" status with velocity markup Edited

Does anyone k now how to access the Service Desk "Comments" property of "public" or "internal" comment? IN VELOCITY.

I can use either "$!comment" for the current comment or use "#foreach ($thisComment in $!commentManager.getComments($!issue))" to iterate through all comments and something like "$!comment.getAuthor()" or "$!comment.getBody()" works fine but "$!comment.getGroupLevel()" or "$!comment.getRoleLevel()" are always null and I can find no other method that gives the public/private status of a comment.

It also seems that in ScriptRunner (Groovy) you could do "def commentProperty = commentPropertyService.getProperty(user, comment.id, SD_PUBLIC_COMMENT).getEntityProperty().getOrNull()" but I don't know if you can access that in Velocity and have not worked out how.

Anyone have any ideas or is this just impossible? I simply want my outgoing emails to mark internal comments as such so when they are emailed out to Agents they can see it was an internal or public comment. We use JETI as our email handler but I can't find anything in there to do this either (I have asked them but no answer yet).

1 answer

1 accepted

0 votes
Answer accepted

JETI support came up with:

$!templateSupport.isInternalComment($!comment)

That works a charm!

:) 

This isn't working for me. Is the something I need to do to enable $templateSupport ?

I'm very new to velocity, and would appreciate any help.

Stephanie,

1. You are using JETI (JIRA Email This Issue) add-on, yes?

2. Its ages since I did this! But I note my comment above is "$!templateSupport" not "$templateSupport" as in your comment - i.e. dollar-exclamation_point, not just dollar.

3. If not that, here's a snippet of the code we use

#if($!templateSupport.isInternalComment($!comment))
#displayInternalCommentNotification()
#end

#displayInternalCommentNotification() is just some HTML (<tr> ...) with our message in it.

Hope that helps.

Glenn

Hey, thank you for replying so soon!

I realised after posting that we are using JEMH, and don't have JETI.

Does JETI have a way to attach the attachments to the email notifications? Then it might be worth us switching to JETI, unless you know of a way to make this work in JEMH?

Ah yes, JEMH is another major player in the JIRA emailing game, along with JETI. I don't know anything about JEMH I am afraid. Not too sure exactly what you mean about "attach the attachments to the email notifications?" - JETI certainly includes attachments/ does add some attachments but its not a big requirement for us and I don't know if it covers the use-case you want. And I do know changing mail handlers is a big jump - better the devil you know I think. That said do like JETI - took us a while to configure everything but it works well now for us. Anyway that's about all the help I cna be. Good luck! :)

Hello Stephanie,

It sounds like you are looking for this API method for determining JSD comment visibility?

An example of how this could be used in a notification template:

#if ($jemhUtils.isPrivateJSDComment($recipientUser, $comment))
## the comment was internal/private
#end

See here for more information, or alternatively raise a support request and we can guide you further.

Like Glenn Morrow likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,870 views 10 17
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you