Current State:

When the Jira Cloud for Slack app is installed and setup to post work item updates to a Slack channel one of the options presented is to allow users to Comment.

As a JSM Customer this comment will appear on the work item as an internal comment, which is not visible in the Portal for the work item they raised, so they have no way of seeing their comment update.

Notes from the customer on this limitation:

<this limitation> is one that can lead to a potentially serious impact if some segments if a comment trail was partially “missing” from the JSM Portal view - especially if there are participants added to those work items who would have no knowledge of any interaction that the customer/requestor may have had via a Slack comment.

Proposed Future State:

Use case scenario: Serving internal JSM customers.

As a JSM Customer (without an Agent license) comments made on a work item via the Slack app should be posted as a Public comment. JSM Customers do not have access to a JSM project via the product UI and must use the Help Center portal.

Alternative (e.g. Third Party Plugin):

The alternative would be to use Atlassian Assist / Chat:

• Using chat in Jira Service Management