Is it possible to decide if internal note should be default, or if public comment? So that on the project/Jira instance, you can decide which default you want?

This is causing bad customer experiences since ctrl+enter is posting internal comments and they believe they have not been responded to.

Hey everyone, here is the bug that Andras and I are mentioning if you want to check it out and report that it affects your team:  https://jira.atlassian.com/browse/JSDCLOUD-9877

This is a really bad bug that is worse than I originally thought.  After hitting m, you can wait a long time and think you are still in "internal mode"... once you type or paste, it then flips.

This is leading to some really bad customer experiences. We have agents using keyboard shortcuts and blasting customers with sensitive information.

When agents use ctrl/cmd+c, m, ctrl/cmd+v, ctrl/cmd+enter method to copy comments, it blasts the message out to the customer (bad stuff).

I was able to reproduce the same thing that Andras is mentioning. That was not always the case and this looks like a Bug. You should report it to Atlassian Support to see if they can get a Bug created. I will attempt the same. It only happens when you use the "m" shortcut (really weird behavior). Hopefully when they can get the transition screens migrated to the new code-base and they fix this bug, then we can finally live in a world where people are not blasting customers with unintended comments (it'll still happen, but much less often).

Hi Jehan,

Please note that the new issue view's shortcut-based user flow is still absolutely unintuitive and misleading. It causes comments intended for internal use mistakenly being posted to Customers:

1. Press m
2. The comment box opens with the “Add internal note” option highlighted
3. After any character is entered, the interface barely visibly and without any dedicated user action switches to “Reply to customer”
4. Unless the user takes care to switch it back, the comment gets posted to Customers

Please can you let me know if there is any way to adjust this behavior on the settings level? Or any plans to alter it on Atlassian's side, on the product level?

Cheers,
András

Hi Jesan.

Yes new issue requires to select issue type, but we use comments on other screens via workflow and there still old comments look with defaulf comment for customers. 

We need to solve this, because, we mostly use internal comments and everybody is worry about making mistake and sending comment to customers.

Thanks.

Vlad.

Hi Jehan and Atlassian Team:

Any idea when this setup will be implemented for JSD (DC on-prems) version?

Your feedback is appreciated.

Best, Joseph Chung Yin

Viasat Inc.

Hi all, I've closed this ticket as the new issue view requires users to select either internal or external commenting, which we believe covers this use case. That said, I've created separate tickets for transitions (https://jira.atlassian.com/browse/JSDCLOUD-9463) and permissioning external comments (https://jira.atlassian.com/browse/JSDCLOUD-9464) so we can track those use cases. Those will be reviewed later as we can't commit resources to those use cases in the short-term.

Please let me know if there are any questions or concerns.

Jehan

Thanks Greg! It's always great to hear from you. I've updated my comment as I had mistyped that.

I've created this ticket to capture the requirements for transitions: https://jira.atlassian.com/browse/JSDCLOUD-9463
This is on the backlog for our team but, unfortunately, is not a priority this quarter.

The other points you raised are fantastic. We haven't discussed this specifically but have been talking about how we can empower admins to tailor the experience of agents. I'd be very happy to include this in our discussions.

I've created a new ticket to capture this: https://jira.atlassian.com/browse/JSDCLOUD-9464