I am using Service Desk and have a concern about Agents creating internal comments or responses but then clicking the button or tab to send the response to the customer by mistake. I would like to be able to only allow the customer response button or tab to appear when in a specfic status. I have dug into the servicedesk-comment.soy file and found areas where this can be done but am unable to pull the issue status in to run against the IF statement.
The servicedesk-comment.soy has 2 conditions that need to be meet before the External (customer) options are available:
I would like to add a condition for status="Waiting for Customer" or "Final Resolution". Any suggestions?
This approach requires you to have the JIRA administrative rights. The main aim of this article is to help you achieve an organized, easy-to-maintain workflows in your JIRA instance thereby, reducin...
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