Comment visibility and notifications

Hi there,

We're using JIRA Cloud and we're suggesting a group of people (Support team) to use the Portal to enter tickets in one of our Service Desk project.  Most of the Support team have a JIRA license as well so they can log into JIRA, browse projects and create filters.  The Support team belongs to the jira-users group and we've created a Support sole to assign permissions to them.  The people working these tickets (Sustaining team) have Service Desk licenses, so they can edit the tickets and add either internal or public comments.  When the Support team log into JIRA, they can only enter internal comments (the button says ‘Comment internally’, and the comments are tagged as ‘internal’), and the reporter of the case doesn’t receive notifications, since customers won’t receive notifications on internal comments.  Is there a way to have the Support team entering public comments (rather than internal), or to configure the system so customers (i.e. people entering tickets through the portal) could receive notifications when an internal comment is entered? Thanks.

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Hi Carlos,

There is not a way for these JIRA Software/JIRA Core users to leave public comments on Service Desk issues.  This is by design though.  If you want those users to be responding directly to Service Desk customers, then those user roles need to be in the Service Desk Agent role (which in turn would require them to take up a license seat for Service Desk).

The limitation of Core/Software users in a Service Desk project is explained in the Setting up Service Desk Users: Involve Jira Software or Jira Core users.  Sorry there is not another solution here, but the ability for users to respond to customers directly is expected to be limited to those users in the Service Desk Agent role.

Thanks, Andy.  Is there any way to set up the notifications so the reporter would receive emails when an internal comment is added to the case? I'm not as concern about the ability to enter public comments, but reporters need to get notifications when comments are added, even by others without a service desk license.  Thanks again!

Hi Carlos,

I did some more research into this issue.  At the moment there is no Service Desk customer notification that can notify on this event.

But that said, you probably could create an automation rule to handle this particular use case.  In the Service Desk Project admin page, navigate to "Automation".   From here if you create a new rule as follows:

  • When: Comment added
  • If: Comment is internal
  • Then: Send email.

automation1.png

 

You would have to decide if sending to just the reporter, or potentially all customers involved.   You could then create some generic template message below to indicate to them that we are in the process of working on this issue and that you should have an update soon.

I also created a feature request to add some native notification for this event over in https://jira.atlassian.com/browse/JSDCLOUD-5618  but for the time being I think the automation method is probably your best bet to trying to let customers know there has been an internal comment created.

Thanks a lot, Andy.  It worked!

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