Set Internal or 'to-customer' comment on Service Desk with groovy


is possible to update a Service Desk issue's comments setting comment's visibility?

Can I add a comment with groovy setting it as "Internal Comment" or "Respond to customer"?


Thank you

1 answer


You can run a custom script in a post function to add a comment restricted to a specific role, in this case the Service Desk Team (Role ID 10101)

// add a comment restricted to Service Desk Team role
ComponentAccessor.getCommentManager().create(issue, userKey, "your comment", null, 10101 as Long, true)

If you do not restrict the comment, it will be visible for the customer.



Hi Geert, thank you so much for your quick answer. Just regarding your suggestion, I'm experiencing another issue: if you take a look to my question I was just trying to solve the duplicated comments error deleting instruction issueInputParameters.setComment(transitionComment) and substituting it with ComponentAccessor.getCommentManager().create... But, if I use this instruction (commentmanager) my script doesn't execute properly. I've added the instruction after if (!transitionResult.isValid()) { log.debug "Transition result INVALID" }else{ .... here and: - the comment is correctly added only once - the assignee is not saved on new issue (without using commentmanager I have duplicated comments but everything is ok for the assignement). Have you any suggestion? Thank you again

Hi, I see I copied my code with the variables issue and userKey, issue is defined in your script, but you probably have to substitue authContext.getUser().getKey(). That will probably solve it.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you