Remove prefill when I "Click to add a comment"

[Dave Smith]

When I click to add a comment on an issue screen it prefills the comment with some stuff I do not want

"Hi Joe Shmo

 – Roger Rabbit"

How do I get rid of that?

[Dave Smith]

No it puts the name of the reporter first and the name of whoever is logged in when they click the comment button. Where do I find Automations?

[Jack Brickey]

To be clear below is an example of how comments should be working:

image2016-10-12 12:9:29.png

Can you capture an image of what you are seeing? Automations are found under the project settings for the project in question. However, i'm not sure if that is the cause or not at this point.

[Jack Brickey]

David, you may find your answer here - https://confluence.atlassian.com/servicedeskcloud/managing-service-desk-notifications-732528936.html

[Dave Smith]

When I click on add a comment it shows this (I also want to get rid of the "respond to customer" part entirely but thats another issue):

[Jack Brickey]

bizarre. did you find anything in Automations?

[Jack Brickey]

David,

While updating the Customer Notifications for one of my JSD projects, it occurred to me that this might be where your issue lies rather than automation. In fact it is quite likely the case. Go to project settings and the "Customer Notifications" page and look at the Public Comment Added and see how it is configured. Mine looks like this....

${event.user.name} commented:

${comment}

[Dave Smith]

Thanks for all of that info.  I looked there but my project does not have any "Customer Notifications"  Also, this happens before the actual comment is posted, so I don't think its a notification, its something in the code somewhere that says "when someone goes to enter a comment, default to "Share with customer" and prefill with this text"  Its not a big deal, but I'm trying to do a demo for my company in the hopes that they will like my demo and start using the product.  (We are using outlook email and sharepoint to track all support now and its a NIGHTMARE)  

[Jack Brickey]

I can certainly appreciate the nightmare of using emails and sharepoint - yuck! If you are interested I will be glad to set up a screenshare session and have a look at what you are experiencing. I'm perplexed that this is happening out of the box.

[Jack Brickey]

is that literally what it says? LOL. Did you check your Automations to see if it is originating from there?