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how to include only public comments in the notification

Please advise me on how to include only public comments in the notification when a (client) participant is added to the Jira Service Desk issue.

2 answers

0 votes
Jack Community Leader Sep 16, 2020

I'm not sure what you are asking for here. are you asking to include a public comment that notifies all users/participants when a new Request participant is added? or something else.

Here's an example: an issue is being discussed, and at some stage, you need to escalate the issue by adding a new participant. In order not to explain to the new participant everything that has already been discussed in the issue, it is advisable to send him all public comments in the invitation.

This situation occurs quite often.

0 votes
Dirk Ronsmans Community Leader Sep 16, 2020

Do you mean when a customer is added as a request participant to an issue?

Once that is done that participant will only receive the external/public comments by default through the customer notifications.

As it are the Customer notifications the internal comments are already filtered out by default.

Here's an example: an issue is being discussed, and at some stage, you need to escalate the issue by adding a new participant. In order not to explain to the new participant everything that has already been discussed in the issue, it is advisable to send him all public comments in the invitation.

This situation occurs quite often.

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