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Default Service Desk Comments to Internal

Ryan Hoke Oct 20, 2014

Atlassian community, we recently implemented JIRA Service Desk 2.0.2, and our team is very nervous about comments defaulting to "Respond to customer" versus "Internal comment".  They're very afraid someone is going to say, "This dummy doesn't know what he's talking about," and actually send that to the customer.  Is there a way to set it so comments default to "Internal comment"?

6 answers

5 votes
Ryan Hoke Feb 02, 2015

Norman,

I had to run a Javascript interval to "look" for the comment tabs, because they don't exist on the page when it first gets loaded.  Below is the code I implemented in the announcement banner.

<script type="text/javascript">
var commentTabsAreAlreadyShowing = false;
setInterval(function(){
  var tabs = jQuery("#sd-comment-tabs");
  if (tabs.size() > 0 && !commentTabsAreAlreadyShowing) {
    commentTabsAreAlreadyShowing = true;
    jQuery(".js-sd-internal-comment").children("a").eq(0).click();
  }
  else if (tabs.size() == 0) {
    commentTabsAreAlreadyShowing = false;
  }
}, 100);
</script>
Marco Schauer Feb 05, 2015

Works well. Thanks for this solution

Raffaele Verre Mar 05, 2015

Great solution!

Rob Geraedts Jun 27, 2016

Is this also for JIRA Cloud?

Nic Brough [Adaptavist] Community Leader Jun 25, 2018

Cloud has had javascript hacks like this disabled.

2 votes
Heiko Gerlach Jul 03, 2017

There is a new Add-On available. It is called Doublecheck for JIRA Service Desk and is available at https://marketplace.atlassian.com/plugins/com.accxia.sd.plugins.tailor.tailorman-sd-confirm/server/overview

It is not changing the default behaviour. Instead, for better user experience it simply adds a confirmation dialog whenever a user is about to send a comment to external customers.

  • Adding comment in Edit
  • Adding Comment in Workflow Transition
  • Adding Comment in Issue View
  • Adding Comment in Link Issue View
1 vote
Joachim Bollen Jun 27, 2016

For JIRA 7, you can use this snippet:

<script type="text/javascript">
var commentTabsAreAlreadyShowing = false;
setInterval(function(){
  var tabs = jQuery(".sd-comment-buttons");
  if (tabs.size() > 0 && !commentTabsAreAlreadyShowing) {
    commentTabsAreAlreadyShowing = true;
    jQuery(".sd-internal-submit").parent("span").insertBefore(".sd-comment-buttons span:first");
    jQuery(".sd-internal-submit").addClass("aui-button-primary");
    jQuery(".sd-external-submit").removeClass("aui-button-primary");
  }
  else if (tabs.size() == 0) {
    commentTabsAreAlreadyShowing = false;
  }
}, 100);
</script>
Jira Admin Oct 28, 2016

Unfortunately, Atlassian has disabled javascript execution in the announcement banner.

Irtiza Rizvi May 03, 2017

I've updated the code to work with JSD 3.5 and JIRA 7.3.6, using the same idea as the original.

<script type="text/javascript">
var commentTabsSwapped = false;
setInterval(function(){
  var tabs = jQuery("#sd-comment-tabs");
  if (tabs.size() > 0) {
    commentTabsSwapped = jQuery(".js-sd-internal-comment").prev(".js-sd-external-comment").size() == 0;
    if(!commentTabsSwapped) {
        jQuery(".js-sd-internal-comment").after(jQuery(".js-sd-external-comment"));
        jQuery(".js-sd-internal-comment").switchClass("inactive", "active");
        jQuery(".js-sd-external-comment").switchClass("active", "inactive");
    }
  }
  else if (tabs.size() == 0) {
    commentTabsSwapped = false;
  }
}, 100);
</script>
Christian Pascher Feb 06, 2018

I updated your code to make a switch back possible to an external comment:

 

 

<script type="text/javascript">
var initialTabHighlightSwapped = false;
function checkJSDCommentTabs () {
var tabs = jQuery("#sd-comment-tabs");
if (tabs.size() > 0 && !initialTabHighlightSwapped) {
switchJSDCommentTabHighlight();
initialTabHighlightSwapped = true;
} else if (tabs.size() == 0) {
initialTabHighlightSwapped = false;
}
}

function switchJSDCommentTabHighlight () {
jQuery(".js-sd-internal-comment").click();
}

var intervalFunct = setInterval(checkJSDCommentTabs, 1000);
</script>
Like # people like this
Jeffrey Bistrong Jun 24, 2018

Hi @Christian Pascher, this script is exactly what I am looking for. Thanks for providing it. however, I am not a developer, where would I put this script?

I am using Service Desk cloud. 

 

Cheers,


Jeff

Barbara Pilbin Nov 28, 2018

I am interested in this work around, if anyone could provide a few more details on how to implement on JIRA Service Desk - Cloud.

Michelle Gaul Apr 16, 2019

I am also interested in a solution for JSD Cloud. Has anyone found any solution yet?

 

Kind regards,

Michelle

0 votes
Norman Abramovitz Oct 20, 2014

Setting a default value is still an outstanding issue for JIRA.    https://jira.atlassian.com/browse/JRA-9091

There are two possible solutions though.   The first is paid plugin.

https://marketplace.atlassian.com/plugins/com.redmoon.jira.comment-security-default

The second is doing some creative javascript code.

https://developer.atlassian.com/display/JIRADEV/How+to+Set+Default+Comment+Security+Level

Ryan Hoke Jan 29, 2015

Norman, sorry it took so long to get back to you. This doesn't work for me, because the issue is with Service Desk and the whole "Respond to Customet" vs. "Internal Comment" tabs. There is no comment level select to grab.

Norman Abramovitz Jan 29, 2015

The tabs corresponds to the security level, so you can add some javascript to make sure that the internal tablis either first so it selected by default or force the internal comment tab to be highlighted when the comment button is clicked.

Rob Geraedts Jun 10, 2016

I guess this is no sultion for JIRA Cloud?

Andrew Lui Atlassian Team Jul 21, 2016

Note, the document: https://developer.atlassian.com/display/JIRADEV/How+to+Set+Default+Comment+Security+Level, which is linked above, is no longer available. The JavaScript described in the document is not supported by Atlassian, and the JavaScript no longer works with JIRA 4.2+ anyway.

0 votes
Paul Stallworth Community Leader Sep 18, 2015

The issue listed above is not actually for what the question addresses.  The correct issue to vote on is here: https://jira.atlassian.com/browse/JSD-1733

0 votes
Rob Geraedts Feb 06, 2018

@Ryan Hoke,

 

Off topic, but have you ever considered finding out why your support engineers think about your customers the way they do, if they actually write things down like "This dummy doesn't know what he's talking about"?  ;-)

Nicolas Boivin Apr 12, 2018

Was thinking relatively the same question but, at the same time, in our case the need is more to prevent escalated tickets containing testing notes to be sent to the clients as those usually end up creating a bunch of confused calls to helpdesk.  :D

Jon Marcus Dec 16, 2018

The problem is it is not about engineers being rude, and your smug emoticon/comment makes me think you have not really worked in a real service org. The reality is that political discussion and brainstorming take place in a fast paced, high-tech product support organization and since EVERY comment is logged in Service Desk it is just simply irresponsible for Jira to make the absolute determination about who sees what without a simple user control.

While I love Jira as a new user, it clearly shows signs of being stuck in an R&D mental silo, but hopefully that will change.  It's a bit annoying that everything becomes a plug-in.  Makes me wonder if Atlassian has an actual R&D department or they've cash cowed the core already. I mean, how complex is this architecture if they cannot find the time to change a single button default in the main SD application after what seems like a few years of requests???  It is really discouraging.

Like NLC - Kellie Bishell likes this
David Willson Jan 14, 2019

If you think of Jira as a raw potato you will be less disappointed.  I also was expecting french fries and got a raw potato. Switching your frame of reference makes its much better to work with, the important part is to make sure you have a deep fryer on hand if you want french fries, or a masher salt and butter and cream cheese if you want mashed potatoes.

Davin Stewart Jan 14, 2019

Don't forget all the extra cash to pay for the deep fryer, oil, salt, butter, and cream cheese.

Like David Willson likes this
Jon Marcus Jan 14, 2019

Don't get me wrong, I love Jira!  It has incredible flexibility like raw potato as you say. Its just that the potato has a few blemishes so some of my French fries have to be thrown away to follow the analogy...  and then I have to buy some extra fries from some other vendor to make up the gap!  Now I'm hungry. 

Like David Willson likes this

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