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Is it possible to hide internal comments in Issue View?

Brian Henry

Scenario: We use Jira Service Management for our Customer Care organization and routinely discuss certain tickets (issues) in front of the customer using the Issue View.

I want to know if there is any way to do this with the Internal comments hidden? Or should I be using a different view instead of the Issue view?

Accepted answers

Stephan Schmitz_iiecof

For this specific use case, I created a browser extension (for Chrome and Firefox), which adds a button to the activity feed of every issue page in the Jira cloud to let you toggle the visibility of restricted comments. This allows to share your screen without sharing restricted / sensitive information.

You can find the source and the links to the extension stores on Github: https://github.com/eyecatchup/toggle-restricted-jira-comments?tab=readme-ov-file#installation

toggle-comments-short

All comments

Nikola Perisic

Hello @Brian Henry

You might want to check this page: https://community.atlassian.com/t5/Jira-Service-Management/Disabling-Internal-Comments/qaq-p/1335931

Ste Wright

Hi @Brian Henry

Can I clarify the need here?

You want to show customers the agents view, but not show the internal comments?

I don't think you can do this; wouldn't it be easier to just show the customer their "customer view" instead?

Ste

Katrina Meyers_ghrnze

but in order to do that, we need to create one user per organization per Support person.

Support Manager A has customers A, B, and C. They need to meet with each customer separately each week to review their tickets.

In order to use the Customer View in our Service Desk Portal, we would have to get three email accounts for the Support Manager to log in separately and view each customer's list of issues.

There has to be another way to do this, I need the same thing.

Katrina Meyers_ghrnze

That wasn't helpful.

Katrina Meyers_ghrnze

I found out how to do this. In our Support project, under Organizations, I added myself to the Organization that the customer is in. This then allows me to filter requests by Organization from the Customer Portal.

Brian Henry

Sorry for the very late response, but you're right, I should clarify a few things:

I run a Customer Care/Support organization for a consulting firm and all of our customers are EXTERNAL to our company and therefore do not have Jira licenses.
We meet regularly with customers (weekly) to provide updates and statuses on the prior week's support tickets/issues during which we typically use a Jira Dashboard to drive the meeting and present metrics, etc.
From within the Jira dashboard, if we need to drill into a particular support request to discuss it, we simply click on the ticket number, etc, but of course that opens the Agent view of the issue, complete with internal comments, etc
My question is there any way of doing this without showing the internal comments? Or do I have to use some other Dashboard plug-in to run my meetings?
**My ideal solution would be a toggle to hide internal comments on the user-settings level, so that we can walk a customer through an issue with the internal comments hidden until the toggle is turned off**

Stephan Schmitz_iiecof

You can find the source and the links to the extension stores on Github: https://github.com/eyecatchup/toggle-restricted-jira-comments?tab=readme-ov-file#installation

toggle-comments-short

Brian Henry

This looks great @Stephan Schmitz I just installed the extension and it looks to be working!

Nice one!!

Thanks

-BH

Katrina Meyers_ghrnze

THANK YOU!! This is exactly what I needed! Works great and I'm glad that the little yellow line stays there as a visual reminder that I have comments hidden

Stephan Schmitz_iiecof

Glad to hear this is useful for others, too. If you find any issues, let me know and I'm happy to fix/improve.

Cheers

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