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.

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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.

3+ years and i still have not seen any comment from Atlassian on progress or if this is even being considered.

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!