Switch default view in resolve screen

[Paul Appelles]

When we resolve a ticket in Jira Service Management, it automatically pops up a window where we have to select a resolution and can add a comment.
The part, where the possibility to add a comment is given, is by default switched to an internal comment.
If you want to answer the customer, in the last comment with the provided resolution information, you always have to remember to switch to the "answer the customer" button.
Is there a possibility to switch the default selected option for the comment-section?

Thank you and kind regards
Paul

[Elise Vernier · Accepted solution]

Hello Paul, 

Unfortunately, it's not possible to change the default selected option. 

You can vote for this feature here: JSDCLOUD-1928.

Many users have asked for the internal note to be selected by default, which is why Atlassian has changed it. (as you can see here: JSDCLOUD-1733).

Hope I help, 

Kind regards, 

Elise

[Paul Appelles]

Hi @Elise Vernier ,

thank you for your answer.
Gonna vote for this feature.

Kind regards
Paul

[Tomislav Tobijas _Koios_ · Accepted solution]

Hi @Paul Appelles ,

Currently, it's not possible to configure which comment option is selected by default. Here's a feature suggestion for it: JSDCLOUD-14319: Need customisation option to set default for comments (Internal Comment and Reply to Customer) 

One thing worth mentioning is that up until recently, 'Reply to customer' option was the default one, but a few weeks ago it was changed to 'Internal comment' based on the general feedback.

Cheers,
Tobi

[Paul Appelles]

Hi Tobi,

thank you for your answer.
I indeed was wondering, why that did change that, because I remembered from last month that I didn't had to do it.
I can understand that in some Service Management scenarios it is better to have the internal option selected by default, but for our scenario case it is indeed better to have the customer reply option selected by default.
Hopefully, the feature is gonna be added soon, I will vote the request up for sure.

Kind regards
Paul