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Jira Service Management and Slack

Romy Meyers
Romy Meyers April 3, 2023

Currently when commenting from slack, the default is to 'Reply to Customer' rather than store as an internal note. Is there anyway to toggle this option so that slack comments on a jira issue is treated as an internal comment?

thanks

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Mikael Sandberg
Mikael Sandberg
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April 3, 2023

If you start your message with the padlock emoji the comment will be added as an internal note instead as a reply to customer. 

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Romy Meyers
Romy Meyers April 5, 2023

@Mikael Sandberg thanks for your comment but this is not working for me. Continues to store comment as customer reply and not an internal note. Any other recommendations?

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Mikael Sandberg
Mikael Sandberg
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
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April 5, 2023

Are you adding the comment in the request channel or the triage channel? For it to work you have do it in the triage channel. Here is the documentation for it.

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