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  1. Jira Service Management Data Center
  2. JSDSERVER-1928

Allow admin to configure default tab for Comment field

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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.

      Problem Definition

      The default tab for Comment field is set to Respond to customer, whereby users may accidentally write a comment that a customer should not see.

      Suggested Solution

      Allow user to choose default tab for Comment field.

      <ul id="sd-comment-tabs" class="tabs horizontal">
	<li class="js-sd-external-comment active ">
		<a>Respond to customer</a>
	</li>
	<li class="js-sd-internal-comment inactive">
		<a>Internal comment</a>
	</li>
</ul>

          Form Name

            [JSDSERVER-1928] Allow admin to configure default tab for Comment field

            srmission added a comment -

            Any update if this is in pipeline?

            srmission added a comment - Any update if this is in pipeline?

            aicha added a comment -

            hello, where can I find that code @Jonah Turnquist 

            aicha added a comment - hello, where can I find that code @ Jonah Turnquist  

            Danny Coleman added a comment -

            Throwing my full support behind this. We're a company rolling out Service Desk for the first time and External Commenting as an unconfigurable default is a concern. I'm concerned t hat first time a comment is accidentally made publicly instead of internally, the heat is gonna come down on Service Desk for it. Allowing project admins to to configure this will go a long way in protecting agents from making these errors, and saving us customer embarrassment in the process.

            Danny Coleman added a comment - Throwing my full support behind this. We're a company rolling out Service Desk for the first time and External Commenting as an unconfigurable default is a concern. I'm concerned t hat first time a comment is accidentally made publicly instead of internally, the heat is gonna come down on Service Desk for it. Allowing project admins to to configure this will go a long way in protecting agents from making these errors, and saving us customer embarrassment in the process.

              Unassigned Unassigned
              cchan Chung Park Chan
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              4 Vote for this issue
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                Created:
                Updated:
                Resolved: