Issue summary

The JSM team recently released a "Product settings" feature that lets you set the default behaviour for comments on transition screens. This lets admins configure whether comments should default to "Add internal note" or "Reply to customer" on their instance. 

Many customers, however, have a need for this setting to apply at a project or even transition screen level (where it would be set separately for each transition) so they can fully configure it based on their needs. 

The rationale is:

1. Project level: Different teams have different ways of working so different defaults for comments on transition screens make sense. 
2. Transition level: Some transition screens are intended to be customer facing (i.e. setting the resolution) as opposed to others that are intended to be for the team only (i.e. providing more detail when the work moves to "In review" etc.).

Solution

There are two possible solutions here. Neither is mutually exclusive. 

1. Project level configuration: Add a project level setting that lets you set the default behaviour for transition screens. 
2. Transition level: Add a setting to the workflow that lets you set whether a transition that has a screen attached defaults to internal or external comments. 

Workarounds

The global setting lets admins set the most appropriate setting for their site but there is no workaround for admins who want different defaults for different projects etc.