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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>

        1. comment2.png
          15 kB
          Petr Divina
        2. comment1.png
          19 kB
          Petr Divina
        3. preferInternalServiceDeskComment.js
          3 kB
          Frank Hess
        4. image-2018-04-19-10-54-39-836.png
          42 kB
          Mischa Elbert
        5. preferInternalServiceDeskCommentForBanner.js
          3 kB
          Frank Hess
        6. avono-jira-plugin-switch-sd-comments-1.0.0-SNAPSHOT-jira_7.1.5-build_unknown_unknown.jar
          65 kB
          Frank Hess
        7. image-2018-04-19-11-37-20-098.png
          11 kB
          Mischa Elbert
        8. image-2018-04-19-11-37-58-492.png
          11 kB
          Mischa Elbert
        9. image-2018-04-19-11-38-20-148.png
          8 kB
          Mischa Elbert
        10. Screen Shot 2021-03-04 at 2.09.15 pm.png
          78 kB
          Charlie Marriott
        11. image-2021-03-10-16-51-43-239.png
          78 kB
          Charlie Marriott
        12. image-2018-04-19-11-37-20-098 (1).png
          21 kB
          Charlie Marriott

            Unassigned Unassigned
            4b7003ce49b9 Rhoel del Rosario
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              Created:
              Updated:
              Resolved: