Need help again - internal notes visibility only for Agents by default - how? :)

[Emilia KASPRZYK]

Hi,

I am brand new to JSM and need help. Based on my experience with Jira Software, I have created a project where I have the ability to add internal comments and customer comments. However, I can't find how to set internal comments to be visible only to Service Desk Agents.

Please help

[Matthias Gaiser _K15t_ · Accepted solution]

Hi @Emilia KASPRZYK

it seems that you've used in the past comment restrictions via the "lock icon button" at the comment to restrict visibility to certain team members. This is not needed in JSM anymore.

As @Duc Thang TRAN pointed out, you can simply write either

• comments via "add internal note" which is NOT visible to your JSM customers, only to your agents and possibly other collaborators 
• or comments via "reply to customer" which are then also visible to your JSM customers.

Cheers,
Matthias.

[Emilia KASPRZYK]

Thank you, works perfectly!

[Duc Thang TRAN · Accepted solution]

Hello @Emilia KASPRZYK 

For me you are on internal comment mode

You able to see be cause you have a license et work a service desk Team
Normaly via portal, theses comments is invisible 

[Emilia KASPRZYK]

Extra, it actually works by itself, without setting.

I sincerely thank you.