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  1. Jira Service Management Cloud
  2. JSDCLOUD-1864

Text only part of notifications include restricted comments that shouldn't be visible to the user

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

      See for example: ESD-1451 (you need to validate your status automatically at Charlie first to see it).

      Atlassian staff added an internal comment which the user does not see in JSD view - however the email notification contains the internal comment in the text only section.

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            [JSDCLOUD-1864] Text only part of notifications include restricted comments that shouldn't be visible to the user

            Lachlan G (Inactive) added a comment -

            Hi sbroda

            Since the notification is being sent while the comment is public this is working as expected.
            I'm going to close this off as not a bug feel free to raise a suggestion if you have a solution.

            Thanks!
            JIRA Service Desk Product Team

            Lachlan G (Inactive) added a comment - Hi sbroda Since the notification is being sent while the comment is public this is working as expected. I'm going to close this off as not a bug feel free to raise a suggestion if you have a solution. Thanks! JIRA Service Desk Product Team

            Thong Bui Quang (Inactive) added a comment -

            Hi sbroda
            I understand your concern here. However, from my pov, so long as user has submitted the comment, the notification will be sent and there is no chance for us to stop that.
            However, the missing part from application is to record that transition (from public -> private) as an user's activities. It will be more obvious to user to know what was happening.

            Thong Bui Quang (Inactive) added a comment - Hi sbroda I understand your concern here. However, from my pov, so long as user has submitted the comment, the notification will be sent and there is no chance for us to stop that. However, the missing part from application is to record that transition (from public -> private) as an user's activities. It will be more obvious to user to know what was happening.

            Stefan Broda added a comment -

            My advice is to find a technical solutions to prevent this behavior

            Stefan Broda added a comment - My advice is to find a technical solutions to prevent this behavior

            Thong Bui Quang (Inactive) added a comment - - edited

            Hi sbroda,
            After my further investigation on this issue, I found that this problem happens only when agent transits from public comment to internal comment.

            • This is timing issue where the notification has been rendered and sent before comment mode is changed from "public" to "internal".
            • Comment mode transitions are not recorded in the history or activity tabs

            And I don't think we have a concrete solution to prevent this. Please advice if any.

            Thanks

            Thong Bui Quang (Inactive) added a comment - - edited Hi sbroda , After my further investigation on this issue, I found that this problem happens only when agent transits from public comment to internal comment. This is timing issue where the notification has been rendered and sent before comment mode is changed from "public" to "internal". Comment mode transitions are not recorded in the history or activity tabs And I don't think we have a concrete solution to prevent this. Please advice if any. Thanks

            Kha Nguyen (Inactive) added a comment -

            sbroda I can't reproduce this locally. Does this happen to every internal comment on that ticket or just that particular comment? I'm guessing that the author originally made the comment public, and then changed it to internal later. But at that point, the notification for the comment (public at this time) had been sent already

            Kha Nguyen (Inactive) added a comment - sbroda I can't reproduce this locally. Does this happen to every internal comment on that ticket or just that particular comment? I'm guessing that the author originally made the comment public, and then changed it to internal later. But at that point, the notification for the comment (public at this time) had been sent already

              mdo Minh Do (Inactive)
              sbroda Stefan Broda
              Affected customers:
              1 This affects my team
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                Created:
                Updated:
                Resolved: