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  1. Jira Service Management Data Center
  2. JSDSERVER-1122

Unable to add customer facing comment without transitioning issue

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 2.4.1
    • None
    • None
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      As an agent, I am unable to add a comment without transitioning the issue to Waiting For Customer. If I wish to add a comment without changing the status I must add the comment and then transition the issue back to Waiting For Support.

      • These transitions generate unnecessary emails to customers. The customer receives three emails because I added a single comment.

      Use case example: I would like to provide an update to my customer saying that I am still working on their issue. I would like the issue to remain in Waiting for Support status.

          Form Name

            [JSDSERVER-1122] Unable to add customer facing comment without transitioning issue

            lingbo (Inactive) added a comment -

            Since 2.4, auto-transitioning the status of issues with customer-facing comments has been removed. Administrators of service desk projects now can choose to have this auto-transition with automation rules: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.4+Release+Notes

            lingbo (Inactive) added a comment - Since 2.4, auto-transitioning the status of issues with customer-facing comments has been removed. Administrators of service desk projects now can choose to have this auto-transition with automation rules: https://confluence.atlassian.com/display/SERVICEDESK/JIRA+Service+Desk+2.4+Release+Notes

              Unassigned Unassigned
              tevans Tim Evans (Inactive)
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                Created:
                Updated:
                Resolved: