how to hide internal comment and how to auto escalate priorities?

[cissie chen]

hi everyone, wish you all well. Thanks Atlassian for giving us this opportunity to ask questions that we couldn't find a solution on forums. My questions are below:

1. Internal Comments

We use Jira Service desk/management (JSD) on-prem, all of our internal staff are counted as customers, and out IT team are the admin. We want to make sure all the customers can not see all the internal comments (which they can at the moment), all the customers are in the jira-access-users group, admins are in the jira-admin-user group, could we get some help please?

2. Automation.

How do we set up an automation where it auto escalate priorities based on date created?

i.e. If a low priority ticket hasn't been touched for 3 days, auto escalate to medium priority.

I have read https://confluence.atlassian.com/servicemanagementserver/automating-your-service-project-939926334.html & https://support.atlassian.com/jira-service-management-cloud/docs/set-up-rules-to-automate-repetitive-tasks/ but struggling

Any support will be appreciated.

Thanks

[Tansu Akdeniz]

Hi @cissie chen 

Welcome to community.

1- Customers (unlicensed) can only reach to service desk portal and create/view/approve request whereas agents (licensed) can work on customer requests in internal Jira pages. Agents are added to the Service Desk Team role in JSM project.

By default, users are added to jira-servicedesk-users group to be an agent. If a user can see an internal comment, he/she is either an agent or collaborator. Please check this link for detailed info about roles. Also go to User Management section and check application access for a specific user. 

2- You can create an SLA. Then create an automation for this SLA metric. When SLA time is breached, you can send an e-mail, change priority etc.

If you have Automation for Jira add-on, you can create a scheduled trigger and run a JQL for the issues which are not updated for some time. Then again run an action.

Best 

[cissie chen]

thanks Tansu, that's very helpful and informative

[Alex Berenfeld]

Hi Cissie,

Tansu's advice above is spot on for question 1. Also, wanted to add in here that our team has an app, Doublecheck for Jira Service Management, that can provide an added layer of safety when communicating between 'admins' and 'customers'. The app prompts a user to confirm that they are sending the message to whom they intend. Additionally, you can change which group is the default recipient. Please feel free to reach out if you have any questions!

Welcome to the community!

Alex

Link to Doublecheck - DoubleCheck Marketplace Listing 

[cissie chen]

thanks Alex, that's very helpful.