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When adding a comment on a Service Management ticket, agents must select first if they want to post an internal or external comment. It's not possible to switch the option automatically based on a value.
In this case, if agents are not using the new issue view, it's recommended to enable that, so they will make sure to select "Add internal comment" first and then add the comment.
They need to go to Profile picture > Personal settings and enable Jira Labs.
Also, if they use the shortcut "M" to add the comment, the internal one will be selected by default.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
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