It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Internal Comments Jira Cloud Service Desk

Hello all!

I was hoping someone out there might have an add-on or script for internal comments in JSD Cloud.  We're moving from Server, where the add-on existed but it seems it no longer does in Cloud.  Any help would be appreciated.

 

Thanks!

 

Laurel

3 answers

1 accepted

0 votes
Answer accepted
Jack Community Leader Sep 12, 2019

@Laurel Moczydlowski , can you be more specific about what your requirement is. Certainly JSD Cloud support internal comments. What addon were you using in Server and for what purpose?

@Jack I thought the same thing and my team and I did vast amounts of research. The add-on we were using is below:

 

https://marketplace.atlassian.com/apps/1212192/comment-security-default?hosting=server&tab=support

 

But based upon our testing there is no way to make an internal comment in JSD Cloud.  Our intention is to allow agents to make comments on tickets that are only visible to the Service Desk Team.  For instance, adding a comment for a resolution that includes the technical solution, vs the friendly "thank you for your time this is no complete" comment.  

Jack Community Leader Sep 12, 2019

Laurel,

I make internal comments all day. Here is a snapshot. I must be missing something in your requirement.

 

internal comment.jpg

Hey Jack,

Is this a service desk? Or a software project?

Jack Community Leader Sep 16, 2019

@Laurel Moczydlowski , if the user submitting the request is a Customer then they should not be able to see the internal comment. Customers cannot access the JSD application at all, only the Portal. If these users are collaborators that have JSW access and can browse the JSD project w/in the application then yes they can see all internal comments. 

 

@Jack To amend my previous comment, yes the internal comment button does exist but that still makes the comment visible to the end user submitting the ticket. We want the ability to make internal comments that are private and only visible to the service desk team.  

Appreciate the clarification, it seems there was some miscommunication on this end as to what exactly was going away.  

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira

Demo Den Ep. 7: New Jira Cloud Reports

Learn how to use two new reports for next-gen projects in Jira Cloud:  Cumulative flow diagram and Sprint burndown chart. Ivan Teong, Product Manager, Jira Software, demos the Cumulative ...

303 views 1 3
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you