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  1. Jira Service Management Data Center
  2. JSDSERVER-1636

Shouldn't be able to reply to customer with internal comment

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    • 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.

      I'm evaluating JIRA Service Desk plugin (version 2.3.3, should be newest) and faced one "bug". It's not fatal or not even severe but might cause frustation. Seems that it's possible to reply to customer (by transferring to Waiting for customer) by adding only internal comment. Customer will receive notification and from his point of view nothing is commented but request is on his responsibility "Requester action Needed". He might wonder why as there is not comment visible.

      I would like to add a new validator (to JIRA Service Desk workflow) that when transferring issue to customer comment is mandatory and it should not be internal comment. I couldn't add validator (this is default vanilla JIRA installation, maybe comment presence needs some plugin?). Even there is validator for checking mandatory comment I'm not sure could it be defined that it should be public comment, not internal?

      Use case:

      FAIL:

      • Press "Respond to customer"
      • Add internal comment
        -> no new information is sent to customer but responsibility is transferred to him

      SHOULD BE:

      • Press "Respond to customer"
      • Require public comment (don't allow internal comment), validator is needed
        -> comment is sent to customer

      Thanks.

            [JSDSERVER-1636] Shouldn't be able to reply to customer with internal comment

              Unassigned Unassigned
              jarno.ahola2 Jarno Ahola
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                Created:
                Updated:
                Resolved: