Is it possible to share a comment with a customer without changing the status to "Waiting for feedback"?

We are currently on JIRA 6.3 with JIRA Service Desk. We are planning the move to JIRA 7 and JSD 3.

However in JSD up until now we were able to share share comment with ours customers without the status automatically changing to "Waiting for feedback". We do this to provide customers regular updates on issues that take some time.

In JSD 3 for comment we now can choose between "Share with customer" and "Comment internally". If we use "Share with customer" the status always changes to "Waiting for feedback". Is there a way to configure this?

2 answers

I believe that's a post-function configured in the workflow to update the status if the comment is not from a certain group/role. You will have to check that place to disable it.

Check SD Project administration -> Automation. There is probably rule created for transitioning issues, when publicly commented. You should remove it.

This rule is added automatically, when creating Basic Service Desk project.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

155 views 1 17
Join discussion

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you