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  1. Jira Service Management Data Center
  2. JSDSERVER-4574

"Add to issue only" option when editing an external comment sets the comment to internal

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    • Icon: Bug Bug
    • Resolution: Not a bug
    • Icon: Low Low
    • None
    • 3.2.4, 3.4.0
    • Issue View

      Summary

      When editing an external comment (for instance to correct the spelling of a comment) there are 2 options available:

      1. Share with Customer
      2. Add to issue only
        The second option creates the impression that the edit of the comment will only result in the edit taking place, and no notification event to be triggered, whereas the share with customer option created the impression this will trigger a notification event towards the customer.
        Instead, when the add to issue only option is being used, the external comment will be set to internal upon saving

        Steps to Reproduce

      3. Create a Service Desk
      4. Raise a request on behalf of a customer
      5. Add a comment to the request
      6. Edit the comment from step 3 and choose "add to issue only"

      Expected Results

      The comment gets edited, and no notification gets triggered. The comment remains visible for the customer.

      Actual Results

      The comment gets edited, and no notification gets triggered. The comment changes from external to internal and as such will not be visible for the customer anymore

            [JSDSERVER-4574] "Add to issue only" option when editing an external comment sets the comment to internal

            Justin Cook added a comment -

            If "Add to issue only" read "Change to internal" then that would be working as expected. This is really bad.

            Justin Cook added a comment - If "Add to issue only" read "Change to internal" then that would be working as expected. This is really bad.

            bkeegan added a comment -

            Second this - this is not what you'd expect this function to do. 

            bkeegan added a comment - Second this - this is not what you'd expect this function to do. 

            Justin Freeman added a comment - - edited

            This is contrary to the expected results and sorry, no this is not "working as expected".

            Expected Results

            The comment gets edited, and no notification gets triggered. The comment remains visible for the customer.

            Justin Freeman added a comment - - edited This is contrary to the expected results and sorry, no this is not "working as expected". Expected Results The comment gets edited, and no notification gets triggered. The comment remains visible for the customer.
            Aliaksei Melnikau (Inactive) made changes -
            Resolution New: Not a bug [ 12 ]
            Status Original: Needs Triage [ 10030 ] New: Closed [ 6 ]

            Aliaksei Melnikau (Inactive) added a comment -

            When button "Add to issue only" is clicked, then comment visibility changes from public to internal. This is an expected behaviour.

            Apologies for the experienced confusion. Closing it as it works as expected.

            Aliaksei Melnikau (Inactive) added a comment - When button "Add to issue only" is clicked, then comment visibility changes from public to internal. This is an expected behaviour. Apologies for the experienced confusion. Closing it as it works as expected.
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2305086 ] New: JAC Bug Workflow v3 [ 3126619 ]
            Status Original: Untriaged [ 11672 ] New: Needs Triage [ 10030 ]
            Owen made changes -
            Symptom Severity Original: Minor [ 14432 ] New: Severity 3 - Minor [ 15832 ]
            SET Analytics Bot made changes -
            Support reference count New: 2
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 [ 2059012 ] New: JSD Bug Workflow v5 - TEMP [ 2305086 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2056396 ] New: JSD Bug Workflow v5 [ 2059012 ]

              Unassigned Unassigned
              mnassette MJ (Inactive)
              Affected customers:
              5 This affects my team
              Watchers:
              12 Start watching this issue

                Created:
                Updated:
                Resolved: