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  1. Jira Service Management Cloud
  2. JSDCLOUD-9463

Need to make internal comments the default for comments in transitions

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      This ticket was created to follow up on this ticket (https://jira.atlassian.com/browse/JSDCLOUD-1733) which has been solved in the new issue view where:

      • The comment box requires you to select "Add internal note" or "Reply to customer", which means there is no default for clickthrough navigation to commenting
      • Pressing "m" opens up a "Reply to customer" comment

      However, this has not yet been solved for transition screen comments so this ticket will capture that requirement. The need is to make sure that agents don't accidentally share comments with customers unwittingly due to being unfamiliar with the tool.

            [JSDCLOUD-9463] Need to make internal comments the default for comments in transitions

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            Saskia added a comment -

            In this ticket it is mentioned that this quarter they will implement a configuration setting to set the default option for: Internal comment OR Reply to customer: https://jira.atlassian.com/browse/JSDCLOUD-14319 .

            Saskia added a comment - In this ticket it is mentioned that this quarter they will implement a configuration setting to set the default option for: Internal comment OR Reply to customer: https://jira.atlassian.com/browse/JSDCLOUD-14319 .
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              Unassigned Unassigned
              a620038e6229 Jehan Gonsalkorale
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                Created:
                Updated: