Hello everyone! 👋
We’re excited to announce a new feature for Jira Service Management. You can now restrict the visibility of internal notes, based on your project roles and groups. 🎉
Sometimes, teams need to have private discussions about customer requests, and in the case of particularly sensitive topics these discussions may need to be confidential between only a few team members (such as those in your HR or Legal teams).
With the ability to restrict the visibility of internal comments, you can now continue those confidential discussions on the issue itself, rather than transferring to email or other tools to keep the information private.
Navigate to an issue and open the issue view. Find the comment section, and start creating an internal note. Then, select the Comment visibility button. By default, internal notes are visible to all internal users of your service project, so you’ll see an open lock icon (or if you’re using a screen reader, hear 'Visible to all users').
Once you’ve opened the menu, choose which group or role you’d like to restrict this comment to. Now, save your comment!
Only the comment creator and users added to the selected group or project role will see this comment once it’s saved, meaning you can continue to work knowing your confidential request information will stay private to you and your team.
Find our more about project roles in Jira Service Management, or learn how to create and manage your groups.
If you’re a Jira admin, you can also choose whether your team can restrict comments to both Groups and Project roles, or only restrict to Project roles.
Go to Global Settings, then Settings, then General Configuration. Select Edit Settings, and find the Comment visibility setting in the Options section. Select Project Roles only if your team only needs to restrict comments to project roles, or select Groups & Project Roles to allow your team members to restrict to either. It’s important to remember that this setting will apply across every project on your site - not just to Jira Service Management.
Our engineering team has been hard at work bringing this highly requested feature from Jira to Jira Service Management. Now, based on your feedback, we’ll be exploring future updates to make this feature work even better.
We’d love to hear from you, so add comments below if you have any questions or feedback for the team.
Best regards,
Sarah Campbell
Designer || Jira Service Management
Sarah Campbell
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