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  1. Jira Service Management Data Center
  2. JSDSERVER-5547

The "Share with customer" button should not be available when an internal comment was added internally by a collaborator

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
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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.

      Issue description

      When an internal comment is added to a Service Desk issue by a collaborator, if an agent tries to edit this comment to make it public by clicking on "Share with customer", the comment remains internal.

      Steps to reproduce

      • Install Service Desk 3.6.1
      • Create 2 users in JIRA
        • Grant 1 user with a Service Desk license
        • Grant the other user with a different license (for example: Software)
      • Create an issue in a Service Desk project
      • Log in JIRA as the user who has a Software license (collaborator) and add a comment to the issue. The issue will be added as an internal comment since this user is a collaborator
      • Log in JIRA as the user who has a Service Desk license (agent)
      • Edit the comment, and click on "Share with customer"

      Expected Result

      The comment should appear as public.

      Actual Result

      The comment remains internal.

      Suggested solutions to fix this behavior

      2 suggestions:

      • We should either allow the comment to become public, in order to be consistent with what the "Share with customer" button was designed for
      • Or, we should hide the "Share with customer" button to avoid any confusion from the agent, if the expected behavior is for any collaborator comment to remain internal

            [JSDSERVER-5547] The "Share with customer" button should not be available when an internal comment was added internally by a collaborator

            Alex Cooksey (Inactive) made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Charlie Marriott added a comment -
            Atlassian Update – 5 March 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 5 March 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Charlie Jira Service Management, Server & Data Center
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3013193 ] New: JAC Suggestion Workflow 3 [ 3646370 ]
            Alex Goldberg made changes -
            Link New: This issue duplicates JSDSERVER-5361 [ JSDSERVER-5361 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665920 ] New: JAC Suggestion Workflow [ 3013193 ]
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1
            SET Analytics Bot made changes -
            UIS Original: 1 New: 0
            SET Analytics Bot made changes -
            UIS Original: 0 New: 1

              Unassigned Unassigned
              jrey Julien Rey
              Votes:
              5 Vote for this issue
              Watchers:
              4 Start watching this issue

                Created:
                Updated:
                Resolved: