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  1. Jira Service Management Data Center
  2. JSDSERVER-1733

Make Internal Comments the default comment type

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian Update – 10 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      After reviewing this, we are satisfied that the majority of this suggestion is supported as of JSD 3.14. The updated agent UI provides the ability for a commenter to select whether the comment should be shared with the customer, or just internally:

      This is an updated comment experience from the former 'tab' view that defaulted to responding to the customer.

      The following keyboard shortcuts are also available:

      • Share with customer: Ctrl+Alt+e
      • Comment internally: Ctrl+Alt+s

      Please note that workflow transition screens with comments still have a tab format. We have created a new ticket for that specific request (JSDSERVER-7166) - please add your votes and watch there for updates in the future.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Is there any way to make the Internal Comments the default comment type? My organization uses Jira On Demand

      Workaround for switching the order of the internal/external tabs in transition screens (Jira Server only)

      Adding the following javascript to the Announcement Banner will switch the order of the tabs on the transition screen:

      <script type="text/javascript">
 var initialTabHighlightSwapped = false;
 function checkJSDCommentTabs () {
   var tabs = jQuery("#sd-comment-tabs");
   if (tabs.size() > 0 && !initialTabHighlightSwapped) {
     switchJSDCommentTabHighlight();
     initialTabHighlightSwapped = true;
   } else if (tabs.size() == 0) {
     initialTabHighlightSwapped = false;
   }
 }

 function switchJSDCommentTabHighlight () {
   jQuery(".js-sd-internal-comment").click();
 }

 var intervalFunct = setInterval(checkJSDCommentTabs, 1000);
</script>

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        10. preferInternalServiceDeskComment.js
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          Form Name

            [JSDSERVER-1733] Make Internal Comments the default comment type

            rahil vasaya added a comment -

            The script in workaround works for me. However, can we stop this script for one specific transition, because I want my team to reply to customer through that transition. 

            rahil vasaya added a comment - The script in workaround works for me. However, can we stop this script for one specific transition, because I want my team to reply to customer through that transition. 

            Bruno Fernandes added a comment -

            Hi cmarriott,

            with your script the cursor goes automatically to the internal comments, so if there is workflow screen with many fields the window gets scrolled down automatically and the user must manually scroll back up to edit the fields.

            I know this is a minor thing, but for a user that has to do this several times a day it becomes a little bit annoying.

            Is there any way to adjust the code so that, yes, internal comments are the default, but the cursor does not go automatically to the comments field?

            Cheers,

            Bruno

            Bruno Fernandes added a comment - Hi cmarriott , with your script the cursor goes automatically to the internal comments, so if there is workflow screen with many fields the window gets scrolled down automatically and the user must manually scroll back up to edit the fields. I know this is a minor thing, but for a user that has to do this several times a day it becomes a little bit annoying. Is there any way to adjust the code so that, yes, internal comments are the default, but the cursor does not go automatically to the comments field? Cheers, Bruno

            Richard Cross added a comment -

            On a Mac, it seems that cmd + Enter in the comment box adds an Internal comment too - please can someone from Atlassian confirm this wasn't just an anomaly but expected behaviour?

            Richard Cross added a comment - On a Mac, it seems that cmd + Enter in the comment box adds an Internal comment too - please can someone from Atlassian confirm this wasn't just an anomaly but expected behaviour?

            Charlie Marriott added a comment -
            Atlassian Update – 10 March 2021

            Hi everyone,

            Thank you for your interest in this issue.

            After reviewing this, we are satisfied that the majority of this suggestion is supported as of JSD 3.14. The updated agent UI provides the ability for a commenter to select whether the comment should be shared with the customer, or just internally:

            This is an updated comment experience from the former 'tab' view that defaulted to responding to the customer.

            The following keyboard shortcuts are also available:

            • Share with customer: Ctrl+Alt+e
            • Comment internally: Ctrl+Alt+s

            Please note that workflow transition screens with comments still have a tab format. We have created a new ticket for that specific request (JSDSERVER-7166) - please add your votes and watch there for updates in the future.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 10 March 2021 Hi everyone, Thank you for your interest in this issue. After reviewing this, we are satisfied that the majority of this suggestion is supported as of JSD 3.14 . The updated agent UI provides the ability for a commenter to select whether the comment should be shared with the customer, or just internally: This is an updated comment experience from the former 'tab' view that defaulted to responding to the customer. The following keyboard shortcuts are also available: Share with customer: Ctrl+Alt+e Comment internally: Ctrl+Alt+s Please note that workflow transition screens with comments still have a tab format. We have created a new ticket for that specific request ( JSDSERVER-7166 ) - please add your votes and watch there for updates in the future. Kind regards, Charlie Jira Service Management, Server & Data Center

            Sean M added a comment - - edited

            Don't hold your breath, folks. Given that the Server product's days are numbered, it seems unlikely this ticket will ever be addressed. Maybe if you shell out for Data Center or migrate to the Cloud version one day you'll see another version of this ticket get addressed... but those who are stuck with Server, at least you'll have an idea of what features are important to you when you are evaluating replacements.

            Sean M added a comment - - edited Don't hold your breath, folks. Given that the Server product's days are numbered, it seems unlikely this ticket will ever be addressed. Maybe if you shell out for Data Center or migrate to the Cloud version one day you'll see another version of this ticket get addressed... but those who are stuck with Server, at least you'll have an idea of what features are important to you when you are evaluating replacements.

            Payne added a comment -

            I doubt that leaving a comment of "+1" will assist in our plea to have this modification, or any other, made, but in the upper right corner is a "Vote for this issue" that may help in that regard. We're up to 527 votes on this issue, so obviously many folks would like to see it done.

            Payne added a comment - I doubt that leaving a comment of "+1" will assist in our plea to have this modification, or any other, made, but in the upper right corner is a "Vote for this issue" that may help in that regard. We're up to 527 votes on this issue, so obviously many folks would like to see it done.

            Michal Sarna added a comment -

            +1

            Michal Sarna added a comment - +1

            Citygis PBS Beheer added a comment -

            +1

            Citygis PBS Beheer added a comment - +1

            Himanshu Nanda added a comment -

            +1

            Himanshu Nanda added a comment - +1

            Jael Busuttil added a comment -

            Good Afternoon, by any chance will the default of internal comments be featured in the new Jira Service Management version 4.14 (data centre) please? 

            Thanks

            Jael Busuttil added a comment - Good Afternoon, by any chance will the default of internal comments be featured in the new Jira Service Management version 4.14 (data centre) please?  Thanks

              Unassigned Unassigned
              4b7003ce49b9 Rhoel del Rosario
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              553 Vote for this issue
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              277 Start watching this issue

                Created:
                Updated:
                Resolved: