The script in workaround works for me. However, can we stop this script for one specific transition, because I want my team to reply to customer through that transition. 

Hi cmarriott,

with your script the cursor goes automatically to the internal comments, so if there is workflow screen with many fields the window gets scrolled down automatically and the user must manually scroll back up to edit the fields.

I know this is a minor thing, but for a user that has to do this several times a day it becomes a little bit annoying.

Is there any way to adjust the code so that, yes, internal comments are the default, but the cursor does not go automatically to the comments field?

Cheers,

Bruno

On a Mac, it seems that cmd + Enter in the comment box adds an Internal comment too - please can someone from Atlassian confirm this wasn't just an anomaly but expected behaviour?

Don't hold your breath, folks. Given that the Server product's days are numbered, it seems unlikely this ticket will ever be addressed. Maybe if you shell out for Data Center or migrate to the Cloud version one day you'll see another version of this ticket get addressed... but those who are stuck with Server, at least you'll have an idea of what features are important to you when you are evaluating replacements.

I doubt that leaving a comment of "+1" will assist in our plea to have this modification, or any other, made, but in the upper right corner is a "Vote for this issue" that may help in that regard. We're up to 527 votes on this issue, so obviously many folks would like to see it done.

+1

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Good Afternoon, by any chance will the default of internal comments be featured in the new Jira Service Management version 4.14 (data centre) please? 

Thanks

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Wells Fargo also needs this functionality. We require this setting to be on a project by project basis. 

Is there a way to run this announcement banner script when the screen is NOT the Close screen? We want the default to remain "respond to customer" when closing an issue. I tried checking for the h2 element containing 'Close' but since it's in a pop-up modal, it doesn't seem to recognize it. Any ideas?

Same procedure as every feature ... very agile ... 

Just Adding another vote to this feature! We are looking for this. Unfortunately the App from Accxia is not a good solution for us. 

Fabiana - We are currently going through the step to make this App Data Center Verified. Until this is completed and approved by Atlassian, you can still use the Server app which we have tested and does work on Data Center.

Richard, is there any plan to have this plugin available for Data Center in the near future?

Hi Elvir,

Very sorry to hear about your second wife.

We have now implemented the ability to make internal comments the default as part of DoubleCheck.

Do not take the risk with your third wife - https://marketplace.atlassian.com/apps/1217337/doublecheck-for-jira-and-service-desk

My 2nd wife decided to divorce when she discovered that this feature is not available...

 It has now been 4 years, apparently Atlassian doesn't really care about customer needs!

And... we've stopped using Jira! 

This was really a surprised to me that was not feasible to do it. Doesn't seem to be very difficult to implement.

I am managing the Technical Support team at Pirum System and as we are working in finance, is really important to manually change the option to external communication ONLY if we really intent to contact the client.

If the default is external communication we may accidentally send a comment out, that was intended to be internal.

Our preferred solution would be by default the internal comment to be selected, unless we change it manual for external communication.

Now we have to use a 3rd party addon to do something similar, but is not exactly the same.

Desperately needed.

Another alternative is every other service desk system on the market. Thanks for all the fish

An alternative is the Double Check for Jira Service Desk app that means agents get a warning whenever they are submitting an external, customer facing comment -  https://marketplace.atlassian.com/apps/1217337/doublecheck-for-jira-and-service-desk?hosting=server&tab=overview

I encountered JSDSERVER-5928 after applying the workaround (clicking the internal comment tab by JavaScript).

This simple script works for us: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Default-Service-Desk-Comments-to-Internal/qaq-p/268822#M11106

I installed the plugin, it seems do to something in the comment section, but it wont set the internal comment as default. It seems like it just makes the editor options invisible.

Before installing the plugin:

After installing the plugin:

Now you got me . Can you try the following plugin - it's untestet but basically just wraps up the postes js code:
avono-jira-plugin-switch-sd-comments-1.0.0-SNAPSHOT-jira_7.1.5-build_unknown_unknown.jar

Thanks for your effort! I really appreciate your work. 

Unfortunately the new script also doesn't work. It is also shown just as banner text.

@mischa.elbert1: The snippet is a function which is part of a library - the snippet itself is invalid js code. I modified to code (untestet) to be pasted in the banner. preferInternalServiceDeskCommentForBanner.js

The JS banner solution does not work for me. When I paste the JS into the banner, it only shows the JS Script on top of the page:

Same here. This is really a shame. There isn't even a plugin that can do that.

Our customer would like to need this feature.

We need to change this as too many times the default to Customer is forgotten and the information that should not go to the external user is sent. I need a way to change the default to Internal only.

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1. PA-38984

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We have also been asked by some project managers to get JSD to behave this way. However, we wouldn't need this for all projects, so ideally it should be a project level setting or even an user level setting.

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It would also be useful to be able to control if replies to @ mentions are set as internal or external comments based on criteria such as sender - you might not want colleague's replies to @mention emails to go to the customer.

what we really need to have is that this is selectable on each screen  so in my transitions that are about assigning work internally I want internal as the default but for the closure step clearly I want external as the default. if this is not possible then what I really need is to have the default selectable so that I can stop telling customers my internal comments by mistake. 

I bet Atlassian dont have this set to external by default  

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Hello,

I suggest the possibility too to limit external comments on some selected transition. In the same way, having the possibility to only comment internally on some transition allow agents to choose its transition before comment and to be guided by the transition to comment internally or externally.

Oh yes please! We don't yet have outgoing email turned on but probably will have soon. We don't want every detail of how we investigate each issue going out to clients by mistake. Of course we never make inappropriate comments in Service Desk!

we need it too

+1

I would really appreciate this feature. Please implement it. Thank you!

It would be extremely useful if this feature could be implemented into JIRA Service Desk. We're currently in the process of moving over to Service Desk, but are somewhat reluctant because of this issue. Our current service desk software allows us to comment internally by default. This feature is valuable in ensuring we do not respond to customer/clients accidentally. 

Please add this feature to JIRA - when working with first and second line support, second line often accidently share comments with customers when they should make internal comments

This is something that we really need here too. I come from previously using Zendesk and that had a simple tick box as an admin to set internal as the default comment type across all users.

A confirmation light-box pop-up for customer comments would go a long way towards addressing this problem and should be very easy to implement.

I'm not sure why this is taking so long for Atlassian to fix it.

It's impacting my organization to the degree that we have created 2 projects ... one for customer facing tickets and one for internal use ... for every engagement ... specifically to avoid the danger of exposing data to the customer.

The issue with the Javascript workaround is that it makes the create/edit screen jump straight to the comment, rather than start at the top of the screen. Ideally we need to be able to control when the comment is defaulted to Internal and when it is Shared and to have this controlled in the workflow etc.

Hi! Any progress on this?

We use JIRA Service Desk Cloud, and we have some backoffice agents that by error, they often post Comments open for everyone to see (as they press the default button Share with Customers). They have asked if we could make "Comment internally" the default option...

Actually, this should be considered to be a personal option by Agent, not a company wide setting, since what works for some Agents, do not work for others

Is there an update on this one?

We also would like to set the comments to default to Internal and also on the resolution screen

But what happens if you actually need to use the announcement banner?

Glad that it worked out for you. It's a dirty trick, but it does the job.

@Roland: works! That's just great

@Daphne:
You need admin access to implement this:

• Login as admin
• Select "System" from the Settings menu ("Gear Wheel" icon in the upper right)
• Click on menu item "Announcement Banner" in the "User Interface" section.
• Paste the JS code into the announcement field

The announcement feature is meant for accouncements (sic!) and is displayed on all pages. So the JS code we put here is executed on each page but it doesn't have any effect on pages outside the Service Desk.

@Roland, I don't understand this:

I had to run a Javascript interval to "look" for the comment tabs, because they don't exist on the page when it first gets loaded. Below is the code I implemented in the announcement banner.

What do they mean with "the announcement bannr"? The banner on the portal?

@Rob: Probably not. I'm using this in a locally installed instance.

Roland,

I guess the solution you pointed out is not suitable for Jira Cloud?

Rob.

As a workaround I use this one: https://answers.atlassian.com/questions/9871917/default-service-desk-comments-to-internal
Works like a charm.

But it's really a pity that one has to fiddle around with JS in JIRA templates to achieve things that should have been implemented in the first place. Really, how hard can it be?

The point is, that a service agent can easily make a mistake now. If he clicks the Comment button, he can add a comment and he does have 2 buttons to choose from. However, there is no safety net here. Pressing the wrong button could instantly send a message to a customer, that was intended internally.

THe external/internal option for the standard Comment buton should work the other way around: first select external or internal, then type a message and send it.

Better: allow configuration of the Comment button: Internal only / external+internal option.

Rob.

I think this request has been partially resolved in JIRA 7.1.7 / JSD 3.1.7 (not sure if already in previous versions).
There are two different buttons labelled 'Share with customer' and 'Comment internally' when creating comments from the view issue screen.

However, the previous tabs are still present on the edit issue screen / resolve issue screens

Same here. A "must", as it now definitely will lead to emails sent to customers that were not intended.....

We need to be able to control what the default for this is.

Our head of IT has requested that it be made "Internal Comment" by default.

When will this be done?

Just started using SD. This was my first question/problem. Defaulting to "Comment Internally" is a must.

It must be a deliberate action on the part of a request participant or agent to send a comment to the customer i.e. default to internal comment and the user must select the "Customer Comment" tab.

We use JIRA for our internal team and would LOVE to implement the service desk portion for public users but having comments default to internal (or at least be configurable) would be critical for us to transition. Are you considering this? If so, is there a timeframe for implementation?

This issue is a must for our Service Desk technicians

Totally agree with @Gavin and other comments, this is very annoying issue for service desk team members and brought confusing situations.

I think this feature would be very useful. There is not damage done by inadvertently making a private comment. But to inadvertently make a public on can be disastrous.

I'd like to chip in and say that this feature seemed imminent, practically immediately after looking at the functionality for the first time. This currently leaves a lot of room for human error, especially during busy times. Everything should be internal unless explicitly clicked on.

In a typical support organization, multiple IT folks can work on a single service desk ticket and comment the ticket. Most of these comments will qualify as "Internal comments" for support team. Having the default tab as "Internal comments" saves lot of human mistake (and embarrassments) where a comment intended for internal team is sent to customer. I would urge to implement this feature.

This was just requested by my help desk manager today in a meeting. It's not so much making Internal Comment the default as it is giving users the choice. Some installations may prefer the Respond to Customer comment be the default. It should be simple to make this a flag on the service desk project.

Hi there, I see that there are lots of duplicates and others also raising this issue, and one of the others had some suggested code.
Has this issue been rectified yet?
If so, what is the fix, and how can it be implemented?
Thanks.

This would be very useful in our workflow. (Most of our comments are internal). To send a comment to a customer - and change the issue status to 'Waiting on Customer' should be a conscious decision - not the default.

Tx