Resolve this issue now defaulting to "Add internal note" instead of "Reply to customer"

[Wendy]

Every time I resolve a customer request, the default behaviour is now to create an Internal note instead of a response to a customer. If the agent doesn't notice this, and make the extra click to choose the other tab, they create an internal note by default. All the customer sees is their ticket resolved, with no explanation. Can we choose which tab is active by default somewhere? I can't find anything on it.

This is new behaviour since the new "Resolve this issue" screen was implemented, fall of 2024.

[Jehan Gonsalkorale · Accepted solution]

Hi all, 

My name is Jehan Gonsalkorale and I am a Principal Product Manager here on Jira Service Management. 

First of all, sorry to everyone who was impacted by this. We should have let you know upfront and will make sure we inform you next time we roll out changes like this. 

I'll provide some context: this behaviour was changed as we modernised the transition issu experience. We made the decision to make commenting consistent in the issue view and transition issue experience. 

We spoke to partners and customers and they said they preferred internal comments as the default because it made it harder to accidentally share things that were intended to be kept within the team with the customer. 

That said, I can see that this is causing issues for many of you. While I'm not able to make changes immediately (changing it back will cause issues with the many customers who prefer this behaviour), I will come back to this in January and will see if there is some kind of fix we could implement. 

Sorry once again for the inconvenience, 

Jehan Gonsalkorale

Principal Product Manager, Jira Service Management

[James Nelson]

Jehan,

Thanks for this note.  It helps some to see some communication from Atlassian and I appreciate your honesty.    

Willingness to please some customers with a change that knowingly impacts the workflow of all customers is a decision that, in itself, can be picked apart.  But to add to that, we were made to run into a wall (several times in some cases) and spend time researching before we figured it out.  How many customers had to hit a wall I wonder.

We would never allow this from our own internal IT departments.

We find ourselves in the "Not Valued" column in your customer database. 

How do we get into the Valued column?

[Wendy]

Hi everyone, I found this open issue gathering interest for Jira development: https://jira.atlassian.com/browse/JSDCLOUD-14319

Please go there and vote for it if you haven't already. The Resolve screen itself also has a "Give feedback" button in the top right corner next to the close X button, so you may want to give your feedback to Atlassian there as well. 

[Mark B Wager]

Good idea!

[Mark B Wager]

Here's a suggestion for Atlassian -->
 

---

BEFORE changing how the system already works...

How about YOU (Atlassian) CREATE A TICKET and "GATHER INTEREST".

Then, over time, WE will VOTE on it.  And then, when WE, the community, decide there's enough votes, WE WILL decide IF and WHEN we will allow YOUR CHANGE to be implemented.
 

---

What does everyone think? 

Mark
 

Note: Sorry for the snarky-ness, but I subscribe to a LOT of these kinds of tickets and some days I get overwhelmed with frustration and despondent when I hear SO MANY of us asking fixes (often for "features" and changes we didn't ask for) that never seems to come.  Today is one of those days. :-(

[Kelly Phillips]

Hi

I'm confused, there are 2 answers that have been accepted, but I can't see where any fix/resolution has been given.

Is there something we can do about this as it is annoying and makes it look like we've (Jira administrators) have made changes in the configuration when we haven't.

Thanks

Kelly

[Alexander Ray]

Also having this issue.  Profoundly annoying change.

[Christel Gray]

Same for us. I'm constantly having to go back and double check that I selected the correct visibility. I haven't figured a way to change this yet.

[Morgan Ross]

Hi this has also become an issue for our team as our service desk members are unintentionally reply with internal note meaning customers are not privy to the work that has been done.
We are working around this for now, but this must be returned to previous functionality or provide a option to switch the default comment type.

[Joseph Chung Yin]

@Wendy -

Welcome to the community.  By default, when an issue is resolved by the agent, it should not add an internal comments unless your site/project has customization (i.e. WF transition) where comments is required before one can resolve the issue).

In our env, we enforce the rule where when issue moves into the RESOLVED status, we require a comment to be enter.  Where agent are trained to add in the notes and decide if the comment is to be shared with customer or internal only.

Can you provide clarification on what internal note that you are seeing?  

Please advise.

Best, Joseph Chung Yin

[Wendy]

Yes, it is requiring a comment to be entered, which is fine. However, the former workflow defaulted that comment to Reply to customer. Ever since the new Resolve this Issue dialogue box was implemented, the default active tab on the Comment field is Add internal note. Unless we notice and remember to select the other tab, we keep resolving our service tickets without our response going to the customer. 

Is there a way we can configure the default active tab to be Reply to customer, as it was before?

[Mark B Wager]

Hi Wendy

I've noticed the same thing. Atlassian rolled out a new "feature" for transitioning screens. This affects the comments and causes the form to default to "Add Internal note".  It was originally controlled in "Features" and you could turn it off, but I just checked that that is missing. I think the rolled out to my system on 9/5/24.

This is NOT good as it is causing my JSM users (including myself) to post comments that end up as INTERNAL and so NOT being sent to customers.  BAD BAD BAD!

There was some other traffic on the forums. I'll see if I can find it and post back here.

Mark

[Wendy]

Hey Mark,

The resolve screen does have a feedback button, so I also provided feedback using that. Hopefully they fix it soon, it's driving me batty! 

[Drishti Maharaj]

This new feature is very frustrating. There are a few cases where I forget to set it to be shared to the external customer and now the customer cannot see the comment but I know for a fact that I had made the comment.

It was better before when it defaulted to external. Now it is just an extra admin step that many agents forget to do.

[Jerrad Hermann]

This is annoying the hell out of me and my team. Years of "muscle memory" when resolving tickets is now backwards and we're constantly resolving them accidentally with internal comments now, requiring extra time and effort to review them and send out additional user facing comments on those we mess up on.

There definitely needs to be a way to change this. 

[James Nelson]

I was wondering why I was looking like an idiot to my testing team.  I was resolving issues and adding internal comments unknowingly.  Atlassian should not make a change like this without calling it out in a big way and making sure we can alter the default.

[Ben Wilbers]

Any update?

[Ian Barrow]

suffering the same problem here too.