In the ITSM portal, if I post an Internal Note, the notification (email, Slack plugin, etc) just notifies my team about the comment. However it does not indicate that it is an internal note.

This causes teammates who use comment reply options in app integrations (email, Slack, etc) to reply with a public comment. This issue can be related to a request like JSDCLOUD-3499 which requests the ability to reply as an internal note. However, even just letting the individual know that the comment was internal would then allow them to know they need to go to Jira proper and make the internal reply there.

Problem Definition

Comment notifications in ITSM do not specify if the triggering note was internal or public (client-facing). This results in internal resources replying publicly to internal/private requests.

Suggested Solution

Modify the notification messaging to include somewhere that the comment is an Internal Note. Ideally, being able to reply as an internal note from the 3rd party application plugin would be nice, but just knowing is a start.