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App to confirm that a comment should be to the customer and not internal-only?

We're planning our migration from self-hosted Service Desk to Jira Service Management (Cloud).

For some of our projects, one of the apps we were using is Doublecheck for Jira Service Management which, when a customer-facing comment is about to be posted, pops up a prompt to confirm that it really should be sent to the customer. Internal comments don't result in a prompt.

Unfortunately, this app is not available for Cloud.

Is anyone aware of an app with similar functionality that is available for Cloud, please?

Thanks.

 

2 answers

0 votes

Hi @Philip Colmer 

I don't think such an app exists on cloud. Atlassian doesn't let vendors have control over their environment. It's not the same thing with server. With that said, what I would do as an alternative, is to create two self transitions: one for public comment and one for private comment. On these two transitions I would add a screen transition with the comment field (meaning empty) and I would add two post functions like the one on JMWE:

add comment.png

I know that it's not per se double check, but the transition screen will possibly help your colleagues to think twice before hitting that send button.

Thank you for the suggestion. Unfortunately, this change, combined with others we are having to deal with as part of the server -> cloud migration, are likely to cause us to start looking at other platforms now.

Ok! If Jira doesn't suit your needs then yes, the best thing is to look for alternates!

0 votes
Dave Mathijs Community Leader Dec 08, 2022

Hi @Philip Colmer I'm not aware of such an app for Cloud.

I do understand that people sometimes forget or unwillingly make a mistake, but honestly, the difference between a customer facing (public) comment and an internal comment should be basic knowledge for every trained JSM agent in my opinion.

I appreciate the point you are making but people do make mistakes and DoubleCheck has been a lifesaver in the past from mistakenly posting a comment to the customer instead of internally.

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