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  1. Jira Service Management Cloud
  2. JSDCLOUD-11621

Changing Internal Comment to Share with Customer shouldn't be an "edit"

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      We have customer notifications turned on for "Public comment added" but turned off for "Public comment edited." When an internal comment is changed to a public comment, this is treated as a "public comment edited" but I think it should really be considered a "public comment added" situation. 

      The problem this creates is, if an agent accidentally adds an internal comment when intending to add a public comment, correcting their mistake (simply changing it from internal to public) doesn't send the notification as expected. 

      We turn off public comment edited because we don't want a notification re-sent if they correct a spelling mistake in the record. 

            [JSDCLOUD-11621] Changing Internal Comment to Share with Customer shouldn't be an "edit"

            Matthew Hunter added a comment -
            Atlassian Update - September 21, 2024

            Hi everyone,

            Thank you for bringing this suggestion to our attention.

            As explained in our new feature policy, there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order.

            Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it.

            While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket.

            Thank you again for providing valuable feedback to our team!

            Matthew Hunter added a comment - Atlassian Update - September 21, 2024 Hi everyone, Thank you for bringing this suggestion to our attention. As explained in our new feature policy , there are many factors that influence our product roadmaps and determine the features we implement. When making decisions about what to prioritize and work on, we combine your feedback and suggestions with insights from our support teams, product analytics, research findings, and more. This information, combined with our medium- and long-term product and platform vision, determines what we implement and its priority order. Unfortunately, as a result of inactivity (no votes or comments for an extended period of time), this suggestion didn’t make it to the roadmap and we are closing it. While this issue has been closed, our Product Managers continue to look at requests in https://jira.atlassian.com as they develop their roadmap, including closed ones. In addition, if you feel like this suggestion is still important to your team please let us know by commenting on this ticket. Thank you again for providing valuable feedback to our team!

              Unassigned Unassigned
              2fa21bf70499 Paul Krueger
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