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  1. Jira Service Management Cloud
  2. JSDCLOUD-3499

Add ability to set comment via email by agents to Internal Comment

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    Description

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

      Problem Definition

      Currently , all comment added via email is automatically set as public.

      Suggested Solution

      There should be an option that allows:-

      1. The ability to decide default behavior (internal/public) of incoming email based off of group/role in a project
      2. The ability to decide behavior (internal/public) of incoming email based off of tags (#internal or :internal)

      Current Workaround

      Using Automation create a rule with the following components for the user belong to group/role:
      Trigger: Issue commented.
      Condition: Initiator is in role/group
      Action: Edit comment > Comment to edit: Trigger Comment ; Comment Visibility: Internal Only.

      Using Automation create a rule with the following components for the tags (ie tag :internal):
      Trigger: Issue commented.
      Condition: Advanced compare condition: comment contains :internal
      Action: Edit comment > Comment to edit: Trigger Comment ; Comment Visibility: Internal Only.

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              d7c36792fcf8 Manpreet Singh
              nroslan Atiqah Roslan
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              Dates

                Created:
                Updated: