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

Hi,

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

Hi,

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.

Regards,

Geert

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 https://answers.atlassian.com/questions/10401665/duplicated-comment-added-during-transition 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
Community showcase
Asked Thursday in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

182 views 1 5
View question

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