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  1. Jira Service Management Cloud
  2. JSDCLOUD-14319

Need customisation option to set default for comments (Internal Comment and Reply to Customer)

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    • Resolution: Unresolved
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      Issue Summary

      Currently, there is no customisation option for making comments (Internal Comment and Reply to Customer) as default.

      The problem is that in the old issue transition experience, "Reply to Customer" is the default option; however, in the new issue transition experience, "Internal Comment" is the default option.

      New Issue transition experience:

      Old issue transition experience:

      The customer wants to have a configuring option based on their use case.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

            [JSDCLOUD-14319] Need customisation option to set default for comments (Internal Comment and Reply to Customer)

            SET Analytics Bot made changes -
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            Jehan Gonsalkorale made changes -
            Status Original: Gathering Interest [ 11772 ] New: In Progress [ 3 ]

            Hi all,

            After reviewing the feedback here and on Community, we will be building a global setting for transition screen comments next quarter which we will aim to deliver either by the end of the financial year or soon afterwards. 

            To everyone who provided feedback, thank you for taking the time. We reviewed every piece of feedback when making this decision. Apologies if this took more time than you hoped, but we needed to understand the work involved and work to find a team to get the work done. 

            Given that the new setting will not be available for several months, please sign up here to have the default behaviour changed and we will enable it for you shortly. 

            Thanks again for your patience and apologies for the inconvenience this change caused. 

             

            Best regards,

             

            Jehan Gonsalkorale

            Principal Product Manager, Jira Service Management

            Jehan Gonsalkorale added a comment - Hi all, After reviewing the feedback here and on Community, we will be building a global setting for transition screen comments next quarter which we will aim to deliver either by the end of the financial year or soon afterwards.  To everyone who provided feedback, thank you for taking the time. We reviewed every piece of feedback when making this decision. Apologies if this took more time than you hoped, but we needed to understand the work involved and work to find a team to get the work done.  Given that the new setting will not be available for several months, please sign up here to have the default behaviour changed and we will enable it for you shortly.  Thanks again for your patience and apologies for the inconvenience this change caused.    Best regards,   Jehan Gonsalkorale Principal Product Manager, Jira Service Management
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              a620038e6229 Jehan Gonsalkorale
              dcf888be292f Tanmay Tandon
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                Created:
                Updated: