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Scriptrunner Behaviour to Hide 'Respond to Customer' comments only.

Using Script runner Behaviours we can hide the 'Comment' field.

In Service Management, this is made up of:

  • Respond To Customer
  • Internal Comment

For one of our transitions, we need to ensure that the agent's comments are always internal, hence the removal of the 'Respond to Customer' option.

Has anyone done this prior? or does anyone have a starting point ?


1 answer

3 votes

Hi @David Harkins 


Script runner behaviours works with fields on create/edit/transition screens. It didn't work with buttons under screens.

IMO you need to use CSS/JS to hide it. You can use it in Jira or you can use fragments in script runner:





@Sebastian Krzewiński 

I am looking to hide the customer comments section on a Transition Screen

so that the agent can only add an internal comment, so the highlight section should not be available:

Screenshot 2022-02-03 184011.jpg

Hi @David Harkins 


You can achieve this by using workaround from this issue ( but you need to remember that this is global change. 


Unfortunately Atlassian split JSDSERVER-1733 and part connected to comment field on transitions screen was moved to and it is in gathering information status. 


I didn't find any app that will help with that.




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