Good morning,
We have a post-condition defined in Jira Service Management that when a issue moves from a specific status called “escalated”, a issue is opened in Jira Software and the comments are transferred.
The problem is that both the responses to the client and the internal Notes are being transferred. We have seen that the only option is to indicate the visibility of the comment: respecting restrictions or indicating new ones by group/profile. But I understand that the latter affects both “reply to client” comments and “internal notes”.
How can we ensure that only public comments are transferred when escalating a ticket?
Thank you so much for your help.
