see related JSD-3907

We're working on implementing this right now, however there seem to be a few blockers, for example, we need to be able to create comments but stop events firing (JSD-3897). The Component API doesn't support that feature, so we can't actually use it.

I notice that the public component API's are not published on the Atlassian maven repo {{ https://maven.atlassian.com/content/groups/public/com/atlassian/servicedesk/jira-servicedesk-api/ }} Is this to be done at some point? I'm currently breaking open the JSD jar and manually installing the jira-servicedesk-api-3.1x.jar. Related to that, the JIRA Service Desk Development Guide seems to be just a copy of the standard JIRA page, it makes no reference to JSD specific dependencies (the instructions don't result in a skeleton with required JSD imports). I would have logged feedback on that page but the feedback form only allows Name/Email no content, and submit breaks with some random JSON issue.

Nice! for cloud, we'll certainly be able to sue that. Regarding P2, is the creation of strictly public or private issues via the IssueService ever going to be possible? Using the JSD API for this would resolve this particular problem but have a very restrictive outcome for us. nm, I think we can roll this in!

Hi! I have some good news on this:

Atlassian Connect add-ons can new use the Service Desk REST API to create both public and internal comments (specified by the 'public' field in the request body). See the REST documentation for more info.

Additionally, P2 add-ons can make use of ServiceDeskCommentService to create both public and internal comments:

final ServiceDeskCommentCreateParameters publicComment =
    serviceDeskCommentService.newCreateBuilder()
                             .author(user)
                             .issue(customerRequest.getIssue())
                             .publicComment(true)
                             .body("This is a public comment")
                             .build();
serviceDeskCommentService.createServiceDeskComment(user, publicComment);

final ServiceDeskCommentCreateParameters internalComment =
    serviceDeskCommentService.newCreateBuilder()
                             .author(user)
                             .issue(customerRequest.getIssue())
                             .publicComment(false)
                             .body("This is an internal comment")
                             .build();
serviceDeskCommentService.createServiceDeskComment(user, internalComment);

Please note that, for both these methods, setting comment visibility depends on the calling user's permissions. For example, Agents can create either public or internal comments, Unlicensed users can only create internal comments, and Customers can only create public comments.

Cheers,
Trey Brisbane
JIRA Service Desk team

This feature is actually added as of jira 7.1, right?

https://docs.atlassian.com/jira-servicedesk/REST/latest/#servicedeskapi/request/{issueIdOrKey}/comment

Thanks for the update Brad, this is hurting a lot , FYI, its still an issue in JIRA Service Desk 3.x

Update on the progress of JSD REST API - 13 Oct 2015

The JSD ecosystem team are actively working on REST / Java APIs to add public / private comments (and create customer requests). As a matter of policy we never say actual release dates or versions but I can say its quite advanced internally. We are working on the documentation publishing and final testing.

Agents will have the ability to make public or private comments.

Cheers
Brad Baker
JSD Architect

I don't know how you aren't getting the comment tagged as internal, I just revalidated the scenario with JIRA 6.4.11 and JSD 2.5.6 also. Comments are 'public' as I create it and step through, but JSD comes in and stomps the comment private, despite the user making the comment being in the Service Desk Customers role.

I just noticed JSD-2347 as well.

If JSD doesn't update the property at all, all good, use the code above to set the property to Private, if JSD overwrites (whatever it is) it to Public, that's a flip in behaviour and is going to cause problems that the code above can't fix, and I guess means the inverse problem would then be the case (I want to make some comments private and some not, rather than all public, or all private).

Have you tried the code above to set private, what outcome? Meantime, I'll revalidate this with current vers.