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?
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
This looks great @Stephan Schmitz I just installed the extension and it looks to be working!
Nice one!!
Thanks
-BH
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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 :)
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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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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
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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.
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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.
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Sorry for the very late response, but you're right, I should clarify a few things:
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Hello @Brian Henry
You might want to check this page: https://community.atlassian.com/t5/Jira-Service-Management/Disabling-Internal-Comments/qaq-p/1335931
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