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

[Philip Colmer]

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.

[Alex Koxaras _Relational_]

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:

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.

[Philip Colmer]

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.

[Alex Koxaras _Relational_]

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

[Dave Mathijs]

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.

[Philip Colmer]

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.