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  1. Jira Service Management Data Center
  2. JSDSERVER-1775

Normal Comment Tab

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    • Icon: Suggestion Suggestion
    • Resolution: Fixed
    • 2.4.1
    • Automation
    • None
    • 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.

      Currently, in JIRA Service Desk Agent Based license, we have the two tabs to comment on a ticket, "Respond to Customer" and "Internal Comment". Whereby "Internal Comment" would be mostly used for internal user to communicate on the ticket without the customer knowing, then the "Respond to Customer" tab is for commenting to the customer whilst transition the ticket to "Requester Action Needed".

      It is an auto transition feature that is controlled by a special property in the workflow which could make the issue transition when the a "Respond to Customer" comment is triggered. But, there is a case where the Agents would only like to update the customer without actually transition the issue, just like commenting on a standard JIRA issue.

      Hence, it would be great if we have a normal comment section or we could called it "Update the Customer" comment tab in JIRA Service Desk which it would not transition the issue when we comment on the ticket and it will appear for public.

            [JSDSERVER-1775] Normal Comment Tab

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011772 ] New: JAC Suggestion Workflow 3 [ 3649363 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665152 ] New: JAC Suggestion Workflow [ 3011772 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2323650 ] New: Confluence Workflow - Public Facing v4 [ 2665152 ]
            Status Original: Closed [ 6 ] New: Resolved [ 5 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2052385 ] New: JSD Suggestion Workflow - TEMP [ 2323650 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2047401 ] New: JSD Suggestion Workflow [ 2052385 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1279763 ] New: JSD Suggestion Workflow - TEMP [ 2047401 ]
            jonah (Inactive) made changes -
            Description Original: Currently, in JIRA Service Desk Agent Based license, we have the two tabs to comment on a ticket, "Respond to Customer" and "Internal Comment". Whereby "Internal Comment" would be mostly used for internal user to communicate on the ticket without the customer knowing, then the "Respond to Customer" tab is for commenting to the customer whilst transition the ticket to "Requester Action Needed".

            It is an auto transition feature that is controlled by a special property in the workflow which could make the issue transition when the a "Respond to Customer" comment is triggered. But, there is a case where the Agents would only like to update the customer without actually transition the issue, just like commenting on a standard JIRA issue.

            Hence, it would be great if we have a normal comment section or we could called it "Update the Customer" comment tab in JIRA Service Desk which it would not transition the issue when we comment on the ticket and it will appear for public.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1775].
              {panel}

            Currently, in JIRA Service Desk Agent Based license, we have the two tabs to comment on a ticket, "Respond to Customer" and "Internal Comment". Whereby "Internal Comment" would be mostly used for internal user to communicate on the ticket without the customer knowing, then the "Respond to Customer" tab is for commenting to the customer whilst transition the ticket to "Requester Action Needed".

            It is an auto transition feature that is controlled by a special property in the workflow which could make the issue transition when the a "Respond to Customer" comment is triggered. But, there is a case where the Agents would only like to update the customer without actually transition the issue, just like commenting on a standard JIRA issue.

            Hence, it would be great if we have a normal comment section or we could called it "Update the Customer" comment tab in JIRA Service Desk which it would not transition the issue when we comment on the ticket and it will appear for public.
            jonah (Inactive) made changes -
            Link New: This issue relates to JSDCLOUD-1775 [ JSDCLOUD-1775 ]
            Owen made changes -
            Workflow Original: TTT: Simple Issue Tracking Workflow [ 851633 ] New: JSD Suggestion Workflow [ 1279763 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Matthew McMahon (Inactive) made changes -
            Fix Version/s New: 2.4.1 [ 53595 ]
            Fix Version/s Original: 2.4 [ 54790 ]

              Unassigned Unassigned
              jrahmadiputra Julian (Inactive)
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                Created:
                Updated:
                Resolved: