Resolve this issue now defaulting to "Add internal note" instead of "Reply to customer"

[Wendy]

Every time I resolve a customer request, the default behaviour is now to create an Internal note instead of a response to a customer. If the agent doesn't notice this, and make the extra click to choose the other tab, they create an internal note by default. All the customer sees is their ticket resolved, with no explanation. Can we choose which tab is active by default somewhere? I can't find anything on it.

This is new behaviour since the new "Resolve this issue" screen was implemented, fall of 2024.

[Morgan Ross]

Hi this has also become an issue for our team as our service desk members are unintentionally reply with internal note meaning customers are not privy to the work that has been done.
We are working around this for now, but this must be returned to previous functionality or provide a option to switch the default comment type.

[Joseph Chung Yin]

@Wendy -

Welcome to the community.  By default, when an issue is resolved by the agent, it should not add an internal comments unless your site/project has customization (i.e. WF transition) where comments is required before one can resolve the issue).

In our env, we enforce the rule where when issue moves into the RESOLVED status, we require a comment to be enter.  Where agent are trained to add in the notes and decide if the comment is to be shared with customer or internal only.

Can you provide clarification on what internal note that you are seeing?  

Please advise.

Best, Joseph Chung Yin

[Wendy]

Yes, it is requiring a comment to be entered, which is fine. However, the former workflow defaulted that comment to Reply to customer. Ever since the new Resolve this Issue dialogue box was implemented, the default active tab on the Comment field is Add internal note. Unless we notice and remember to select the other tab, we keep resolving our service tickets without our response going to the customer. 

Is there a way we can configure the default active tab to be Reply to customer, as it was before?

[Mark B Wager]

Hi Wendy

I've noticed the same thing. Atlassian rolled out a new "feature" for transitioning screens. This affects the comments and causes the form to default to "Add Internal note".  It was originally controlled in "Features" and you could turn it off, but I just checked that that is missing. I think the rolled out to my system on 9/5/24.

This is NOT good as it is causing my JSM users (including myself) to post comments that end up as INTERNAL and so NOT being sent to customers.  BAD BAD BAD!

There was some other traffic on the forums. I'll see if I can find it and post back here.

Mark

[Wendy]

Hey Mark,

The resolve screen does have a feedback button, so I also provided feedback using that. Hopefully they fix it soon, it's driving me batty!