How does the internally comment field work precisely, it will be shown to the customers who made the ticket. I only want the the servicedesk agents to see the comments. Also if i resolve my case then it will only be displayed to the servicedesk agents, so it works but not the way i would like it to work.
Hi @Eddy Dickens,
please check the following knowledge base article: https://community.atlassian.com/t5/Jira-questions/What-does-quot-comment-internally-quot-actually-mean-in-JIRA/qaq-p/622531
As long your Service Desk customers are not able to view JIRA issues except in the Service Desk portal, internal comments shouldn't trigger notifications or be visible to the customer.
If the customer can also view JIRA issues internally you should restrict comment visibility: https://confluence.atlassian.com/jirasoftwareserver/editing-and-collaborating-on-issues-939938928.html#Editingandcollaboratingonissues-addcommentsCommentingonissues
Hope that helps.
are your ticket authors set up as customers or as users?
I have additionally set up an custom access rights scheme "only see own tickets" which is assigned by default to all issues.
Within this rights schema I have defined that issues can be seen by authors, there participants, watchers, approvers and service desk team. With this setting it works, even when somebody is jira-administrator.
I find that a little bit confusing as well for notifications. Because there are two. There is the "customer notification" within the project settings (This is were I have set up all external customer-facing notifications).
And then there are the "regular" notification schemas within the global Jira settings. As I have figured out for myself it seems that there you must not include any notifications to customers, as they are meant globally and customer-facing notifications will be handled completely different by the "customer notifications" above.
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 & ...
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