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  1. Jira Service Management Data Center
  2. JSDSERVER-1733

Make Internal Comments the default comment type

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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.

      Atlassian Update – 10 March 2021

      Hi everyone,

      Thank you for your interest in this issue.

      After reviewing this, we are satisfied that the majority of this suggestion is supported as of JSD 3.14. The updated agent UI provides the ability for a commenter to select whether the comment should be shared with the customer, or just internally:

      This is an updated comment experience from the former 'tab' view that defaulted to responding to the customer.

      The following keyboard shortcuts are also available:

      • Share with customer: Ctrl+Alt+e
      • Comment internally: Ctrl+Alt+s

      Please note that workflow transition screens with comments still have a tab format. We have created a new ticket for that specific request (JSDSERVER-7166) - please add your votes and watch there for updates in the future.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      Is there any way to make the Internal Comments the default comment type? My organization uses Jira On Demand

      Workaround for switching the order of the internal/external tabs in transition screens (Jira Server only)

      Adding the following javascript to the Announcement Banner will switch the order of the tabs on the transition screen:

      <script type="text/javascript">
 var initialTabHighlightSwapped = false;
 function checkJSDCommentTabs () {
   var tabs = jQuery("#sd-comment-tabs");
   if (tabs.size() > 0 && !initialTabHighlightSwapped) {
     switchJSDCommentTabHighlight();
     initialTabHighlightSwapped = true;
   } else if (tabs.size() == 0) {
     initialTabHighlightSwapped = false;
   }
 }

 function switchJSDCommentTabHighlight () {
   jQuery(".js-sd-internal-comment").click();
 }

 var intervalFunct = setInterval(checkJSDCommentTabs, 1000);
</script>

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        9. image-2021-03-10-16-51-43-239.png
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        10. preferInternalServiceDeskComment.js
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        11. preferInternalServiceDeskCommentForBanner.js
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        12. Screen Shot 2021-03-04 at 2.09.15 pm.png
          Screen Shot 2021-03-04 at 2.09.15 pm.png
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              Unassigned Unassigned
              4b7003ce49b9 Rhoel del Rosario
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              275 Start watching this issue

                Created:
                Updated:
                Resolved: