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  1. Jira Service Management Data Center
  2. JSDSERVER-829

Adding Comments - more comment visiblity options instead of just being restricted to 2 options

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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 Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 22 November 2024

      Hi everyone,

      Thank you for your engagement with this suggestion.

      This one gained a significant amount of traction and interest and we are excited to announce that it has been developed and implemented in version 10.2 of JSM.

      To learn more about this feature check out the release notes here: 10.2 release notes

      Kind regards,

      Jim Alexander

      Jira Service Management, Data Center & Server

      Hi,

      I would still like to be able to select from a drop down to hide a comment based on Project Roles with or without JSD being enabled. Only having two options (Internal, Customer) is not enough.

      Thanks
      Darren

            [JSDSERVER-829] Adding Comments - more comment visiblity options instead of just being restricted to 2 options

            Hey everyone,

            Very excited to be bringing JSM comment restrictions in to version 10.2

            You will now be able to further restrict comments to the current users roles and groups.

            Learn more about it here in the: 10.2 release notes

            Jim Alexander added a comment - Hey everyone, Very excited to be bringing JSM comment restrictions in to version 10.2 You will now be able to further restrict comments to the current users roles and groups. Learn more about it here in the: 10.2 release notes

            Any specific reason as to why this feature is not being considered? Seems like a lot of customers are requesting it

            Amit Jambusaria added a comment - Any specific reason as to why this feature is not being considered? Seems like a lot of customers are requesting it

            Please add this as it makes no sense to have a different behavior in JSW vs JSM

            Céline Otjacques added a comment - Please add this as it makes no sense to have a different behavior in JSW vs JSM

            Tim Hailey added a comment -

            +1

            It makes no sense that you can restrict comment visibility to group and project roles in Jira but not JSM. We have many teams asking why we can do this in Jira and not JSM.

            Tim Hailey added a comment - +1 It makes no sense that you can restrict comment visibility to group and project roles in Jira but not JSM. We have many teams asking why we can do this in Jira and not JSM.

            +1

            Attila Nemeth added a comment - +1

            Atlassian Update – 29 December 2022

            Hi everyone,

            Thank you for your engagement with this suggestion.

            After reviewing this ticket we have decided not to consider it at this point in time. We are currently focused on delivering items on the Jira Service Management Data Center public roadmap, which you can view here. We will review this suggestion again in the future, so please continue to vote and watch the ticket, and leave comments if you have particular use cases that you would like to see supported in JSM Data Center.

            Kind regards,

            Charlie Marriott

            Jira Service Management, Data Center & Server

            Charlie Marriott added a comment - Atlassian Update – 29 December 2022 Hi everyone, Thank you for your engagement with this suggestion. After reviewing this ticket we have decided not to consider it at this point in time. We are currently focused on delivering items on the Jira Service Management Data Center public roadmap, which you can view here . We will review this suggestion again in the future, so please continue to vote and watch the ticket, and leave comments if you have particular use cases that you would like to see supported in JSM Data Center. Kind regards, Charlie Marriott Jira Service Management, Data Center & Server

            +1

            Aaron Charles added a comment - +1

            +1

            +1 - Switching from JSW to JSM means that our JSW "Internal to a group" comments are now JSM "EXTERNAL to a group" comments. What was private comments within a support group are now being shared with ALL JSW/Jira users within our company. This has caused many problems. Please implement the same feature that is in JSW Jira into JSM Jira. You're using the same Jira backend so the Jira features should work the same.

            Tim Jedlicka added a comment - +1 - Switching from JSW to JSM means that our JSW "Internal to a group" comments are now JSM "EXTERNAL to a group" comments. What was private comments within a support group are now being shared with ALL JSW/Jira users within our company. This has caused many problems. Please implement the same feature that is in JSW Jira into JSM Jira. You're using the same Jira backend so the Jira features should work the same.

            Status GATHERING INTEREST means: " This suggestion needs more unique domain votes and comments before being reviewed by our team."

            Therefore I want to repeat Royden's question: How many votes are needed before you start work on this ?

            Hartwig Schneider added a comment - Status GATHERING INTEREST mea ns: " This suggestion needs more unique domain votes and comments before being reviewed by our team." Therefore I want to repeat Royden's question: How many votes are needed before you start work on this ?

            Internal comments for particular groups. Yes! 

            MichaÅ‚ Motyl added a comment - Internal comments for particular groups. Yes! 

            +1

            Jakub Bobran added a comment - +1

            +1 please add this option to JIRA. Internal comments should be only for particular groups. This causes a lot of headaches and workarounds. 

            Angelo Verona added a comment - +1 please add this option to JIRA. Internal comments should be only for particular groups. This causes a lot of headaches and workarounds. 

            +1 please take in consideration this request. 

            Florian Rada added a comment - +1 please take in consideration this request. 

            How many votes are needed before you start work on this ? It's an important and existing functionality which obviously doesn't work anymore.

            Royden Pereira added a comment - How many votes are needed before you start work on this ? It's an important and existing functionality which obviously doesn't work anymore.

            Rajesh Parejiya added a comment - - edited

            +1 . Add restriction of comments feature for Service Desk Internal comments
             

            Rajesh Parejiya added a comment - - edited +1 . Add restriction of comments feature for Service Desk Internal comments  

            Really love this Idea, but i need it for Jira Cloud

            Sebastian Goltz added a comment - Really love this Idea, but i need it for Jira Cloud

            We also have customers that we'd like give access to dashboards, and filters, and the backlog of a service desk but keep the internal comments hidden. Would be a nice feature. Or at least to extend the customer portal functionality.

            Alexander Thorne added a comment - We also have customers that we'd like give access to dashboards, and filters, and the backlog of a service desk but keep the internal comments hidden. Would be a nice feature. Or at least to extend the customer portal functionality.

            Marta Cuerpo added a comment - - edited

            Hello!

            I've followed all the tickets regarding to this issue and is very important for us to be able to mange the permissions for the internal comment. In order to restrict them just to the agents of each project. 

            As I can guess, this is just "interesting", but I wanna know if there is any news or If at least, could you mind this to be included in your Roadmap.

             

            Thank yo so much, 

            Regards.

            ¡HOLA! and Hello! Digital Project Manager

            Marta Cuerpo added a comment - - edited Hello! I've followed all the tickets regarding to this issue and is very important for us to be able to mange the permissions for the internal comment. In order to restrict them just to the agents of each project.  As I can guess, this is just "interesting", but I wanna know if there is any news or If at least, could you mind this to be included in your Roadmap.   Thank yo so much,  Regards. ¡HOLA! and Hello! Digital Project Manager

            We have clients that need to access dashboards and filters but now they are able to see internal comments. This issue has to be fixed asap !

            For the time being HelpDesk is not quite HelpFul.

             

            Hartwig Schneider added a comment - We have clients that need to access dashboards and filters but now they are able to see internal comments. This issue has to be fixed asap ! For the time being HelpDesk is not quite HelpFul.  

            Hi Eduardo, if you don't mind paying for an app we have the [Comment Security Default app|https://marketplace.atlassian.com/apps/1212192/comment-security-default?hosting=server&tab=overview] which added the security permissions back in for Service Desk.  You can also revert the Service Desk comment field to look exactly like original Jira comments.  

            Thanks

            Paul

            Paul Clark [Redmoon Software] added a comment - Hi Eduardo, if you don't mind paying for an app we have the [Comment Security Default app| https://marketplace.atlassian.com/apps/1212192/comment-security-default?hosting=server&tab=overview ] which added the security permissions back in for Service Desk.  You can also revert the Service Desk comment field to look exactly like original Jira comments.   Thanks Paul

            We all need an option where Internal comments are really internal to the Service Desk Team, now it's useless, our employers are part of the Service Desk Team in some projects while users in some other ones, so they can see all internal comments when they mustn't.

            Eduardo Domínguez Vázquez added a comment - We all need an option where Internal comments are really internal to the Service Desk Team , now it's useless, our employers are part of the  Service Desk Team in some projects while users in some other ones, so they can see all internal comments when they mustn't.

            We have recently launched Service Desk after using Software for a number of years but found that we had to go to Service Desk to keep SLAs.  We have managers at our clients that need to access dashboards and filters (i.e need a software licence) but they can now see internal comments.  We really need a fix for this as soon as possible.

            On a wider scale the Portal functionality needs to be addressed as it's too basic and doesn't work for specialised support teams.  For example we can't show SLAs on the portal or other fields such as time estimates and have had to purchase yet another plugin for this.  Our clients monitor SLAs and have to approve estimates so the portal should really be able to be customised like a standard Jira screen so that we can add whatever fields we like.  Further the reporting on the portal is way too basic and we should be able to attach dashboards for our clients.

            Jason Oliver added a comment - We have recently launched Service Desk after using Software for a number of years but found that we had to go to Service Desk to keep SLAs.  We have managers at our clients that need to access dashboards and filters (i.e need a software licence) but they can now see internal comments.  We really need a fix for this as soon as possible. On a wider scale the Portal functionality needs to be addressed as it's too basic and doesn't work for specialised support teams.  For example we can't show SLAs on the portal or other fields such as time estimates and have had to purchase yet another plugin for this.  Our clients monitor SLAs and have to approve estimates so the portal should really be able to be customised like a standard Jira screen so that we can add whatever fields we like.  Further the reporting on the portal is way too basic and we should be able to attach dashboards for our clients.

            hopefully we can have this feature soon on JSD pls.....

            Rahmat Barkah added a comment - hopefully we can have this feature soon on JSD pls.....

            Rafael added a comment - - edited

            Our Developers work on several Jira projects regardless of it being Jira Software or Service Desk. The default JSD "Share with Customer" and "Comment internally" options are confusing compared to the standard commenting interface in non-JSD projects (where permissions can be changed depending on the target audience).
             
            We would like to have the ability to not only change the permissions audience when creating tickets (which already exists) but also to edit existing comments' permissions if necessary. It is currently not possible to do so on JSD.

            Rafael added a comment - - edited Our Developers work on several Jira projects regardless of it being Jira Software or Service Desk. The default JSD "Share with Customer" and "Comment internally" options are confusing compared to the standard commenting interface in non-JSD projects (where permissions can be changed depending on the target audience).   We would like to have the ability to not only change the permissions audience when creating tickets (which already exists) but also to edit existing comments' permissions if necessary. It is currently not possible to do so on JSD.

            18/Sep/2014 3:39 PM
            Really? What different between comments in Jira and Jira SD? Wtf?

            Tony Montana added a comment - 18/Sep/2014 3:39 PM Really? What different between comments in Jira and Jira SD? Wtf?

            Is it possible to set-up comment visibility the same with Jira Software Project with padlock options to choose from?  Limit by groups.

            Aideu Paglinawan added a comment - Is it possible to set-up comment visibility the same with Jira Software Project with padlock options to choose from?  Limit by groups.

            Erik Liu added a comment -

            Sometimes our agents need to share information with some of the participants of one issue.

            Based on the secrecy, they don't want the other participants see these information.

            So we need to make comment and attachment presentation more flexible.

            Erik Liu added a comment - Sometimes our agents need to share information with some of the participants of one issue. Based on the secrecy, they don't want the other participants see these information. So we need to make comment and attachment presentation more flexible.

            Saad added a comment -

            Similar to Juan Carlos and Tm Tipolt's case above...we have multiple groups in our organization using the JIRA/Confluence/SD engines.

             I've managed to restrict my comments to Internal by disabling the service-desk-comment-field add on disabled BUT

             our team manages a lot of client sensitive data and we don't want anyone in our organization to see that. I want all comments to default to our Service Desk team but it auto defaults to 'Viewable by all users'. How can I make it default to my Service Desk Team? See image for clarity

             

            Saad added a comment - Similar to Juan Carlos and Tm Tipolt's case above...we have multiple groups in our organization using the JIRA/Confluence/SD engines.  I've managed to restrict my comments to Internal by disabling the service-desk-comment-field add on disabled BUT  our team manages a lot of client sensitive data and we don't want anyone in our organization to see that. I want all comments to default to our Service Desk team but it auto defaults to 'Viewable by all users'. How can I make it default to my Service Desk Team? See image for clarity  

            David Yu added a comment -

            We grant our users "Browse Permissions" so they can search/look up other tickets so many of our users have been clicking Internal Comment believing it would be private when it is not.

            Aside from the embarrassment this can cause, we were also getting dropped notifications when agents were watchers ( JSDSERVER-3410 ) when an Internal Comment was created. Whatever the decision here is, ultimately these private comment rules need to be simple to understand, like tying it to a project role (JSDSERVER-3392).

            For those to do swap out back to the regular Jira comment system, you'd lose the Canned Response feature...if there's a way to get that, I'd probably switch it out too. For now, we decided to just hide the "Internal Comment" button.

            David Yu added a comment - We grant our users "Browse Permissions" so they can search/look up other tickets so many of our users have been clicking Internal Comment believing it would be private when it is not. Aside from the embarrassment this can cause, we were also getting dropped notifications when agents were watchers ( JSDSERVER-3410 ) when an Internal Comment was created. Whatever the decision here is, ultimately these private comment rules need to be simple to understand, like tying it to a project role ( JSDSERVER-3392 ). For those to do swap out back to the regular Jira comment system, you'd lose the Canned Response feature...if there's a way to get that, I'd probably switch it out too. For now, we decided to just hide the "Internal Comment" button.

            B added a comment - - edited

            There is the ability to comment based on project roles. You would 1st choose which role/group to limit/restrict the comment (dropdown above the "comment" buttons where it states "Restricted to .....") and then choose "Comment internally". This works for our purpose when we only want the support team to see the comment and not the Developers etc.

            B added a comment - - edited There is the ability to comment based on project roles. You would 1st choose which role/group to limit/restrict the comment (dropdown above the "comment" buttons where it states "Restricted to .....") and then choose "Comment internally". This works for our purpose when we only want the support team to see the comment and not the Developers etc.

            We have several teams with independent Service Desk Projects and will be very useful if we could set view permissions so that "Internal Comments" can only be visualized by members of the project and not by every platform user.

            Juan Carlos Nuques added a comment - We have several teams with independent Service Desk Projects and will be very useful if we could set view permissions so that "Internal Comments" can only be visualized by members of the project and not by every platform user.

            Tom Tipolt added a comment -

            We have mulitlingual teams and worldwide use of service desk projects, so there is always the need for restrictions of user groups or people.

            Tom Tipolt added a comment - We have mulitlingual teams and worldwide use of service desk projects, so there is always the need for restrictions of user groups or people.

            This functionality is critical for us. We want our Security team to be able to see and comment to the customer on tickets in the IT project, but we want to have an option to make some comments IT-only, without restricting Security's ability to see the agent-view of the ticket or make public comments to the customer. 

            Will Balson added a comment - This functionality is critical for us. We want our Security team to be able to see and comment to the customer on tickets in the IT project, but we want to have an option to make some comments IT-only, without restricting Security's ability to see the agent-view of the ticket or make public comments to the customer. 

            Our team is on the verge of eliminating Service Desk for our users & using just a Jira project as our management wants users to be able to view backend information on issues but does not want them to see our comments.  Since this can be done in a standard Jira issue application or business process project we may need to move to that as a solution...

            Rebecca Conner added a comment - Our team is on the verge of eliminating Service Desk for our users & using just a Jira project as our management wants users to be able to view backend information on issues but does not want them to see our comments.  Since this can be done in a standard Jira issue application or business process project we may need to move to that as a solution...

            I agree - this feature is desperately needed by our Agents as well.

            How is it possible that such critical feature request (which btw. should not be a feature request rather than basic set of features) is open for over 3 years?

             

            Patric Atrott added a comment - I agree - this feature is desperately needed by our Agents as well. How is it possible that such critical feature request (which btw. should not be a feature request rather than basic set of features) is open for over 3 years?  

            Patrick S added a comment -

            The business case that led to my vote here is that we have a team of supervisors who audit tickets, for which we created a project role.  We would love for the ticket auditors to be able to post comments that only other auditors could see on JSD projects.

            Patrick S added a comment - The business case that led to my vote here is that we have a team of supervisors who audit tickets, for which we created a project role.  We would love for the ticket auditors to be able to post comments that only other auditors could see on JSD projects.

            we need this function in service desk data center 2

            valeria cruz added a comment - we need this function in service desk data center 2

            Alejandro Chavarria added a comment - - edited

            I completely agree with the need to revise service desk comment visibility. In our case, the remedy would best come from the project permissions.

            The problem we currently face:

            • Project is a Service Desk Project.
            • Permissions are not assigned by Project Role, but instead by Issue Roles.
              • The Browse Projects permission is granted to the Issue Roles of Reporter and as well as the custom field Approvers. We would like for users to be able to access Dashboards and Boards to easily view their own requests as well as those they need to approve.
              • Service Desk Agent permission is granted to the Issue Role of the custom field Approvers. We would like for users to be able to comment internally on issues they must approve.
            • User A submits Issue A and User B is the approver. User A does not have Service Desk Agent permission due to their absence in the Approvers custom field, while User B does due to their presence in that field.
            • User B comments internally on issue A, expecting that User A cannot see it. User A, however, can see it, because they have been granted the Browse Projects permission due to their presence in the Reporter field. One would not expect that merely having the Browse Issues permission for an issue would give a user the ability to view internal comments on that issue. One would expect that a user would not be able to view the internal comment if they lacked the Service Desk Agent permission for that issue.

            This design seems counter intuitive as we cannot always expect that users will only interact with issues they reported or must approve in the Help Center. The Help Center is very limited in a number of ways: no access to Dashboards, Boards, ability to edit issues, etc.

            Alejandro Chavarria added a comment - - edited I completely agree with the need to revise service desk comment visibility. In our case, the remedy would best come from the project permissions. The problem we currently face: Project is a Service Desk Project. Permissions are not assigned by Project Role, but instead by Issue Roles. The Browse Projects permission is granted to the Issue Roles of Reporter and as well as the custom field Approvers. We would like for users to be able to access Dashboards and Boards to easily view their own requests as well as those they need to approve. Service Desk Agent permission is granted to the Issue Role of the custom field Approvers. We would like for users to be able to comment internally on issues they must approve. User A submits Issue A and User B is the approver. User A does not have Service Desk Agent permission due to their absence in the Approvers custom field, while User B does due to their presence in that field. User B comments internally on issue A, expecting that User A cannot see it. User A, however, can see it, because they have been granted the Browse Projects permission due to their presence in the Reporter field. One would not expect that merely having the Browse Issues permission for an issue would give a user the ability to view internal comments on that issue. One would expect that a user would not be able to view the internal comment if they lacked the Service Desk Agent permission for that issue. This design seems counter intuitive as we cannot always expect that users will only interact with issues they reported or must approve in the Help Center. The Help Center is very limited in a number of ways: no access to Dashboards, Boards, ability to edit issues, etc.

            H K added a comment -

            We need this function, too. Because of the very restricted filter functions in the customer portal and no ability for our customers (b2b) to see dashboards and reports, we want to give them one agent account for better insight. No matter wich role this customers agent has, because of this issue the customer is now able to see internal comments, too. We really want to prevent that!

            H K added a comment - We need this function, too. Because of the very restricted filter functions in the customer portal and no ability for our customers (b2b) to see dashboards and reports, we want to give them one agent account for better insight. No matter wich role this customers agent has, because of this issue the customer is now able to see internal comments, too. We really want to prevent that!

            The only workaround I can imagine is that we have to lock our project down to not be seen by customers (who are inside our organization and are part of the JIRA instance). This seems to remove the possibility of having a project be a hybrid between a JSD project and a normal project without a complex permission or security scheme.

            This came as a surprising disappointment.

            Jason D Smith added a comment - The only workaround I can imagine is that we have to lock our project down to not be seen by customers (who are inside our organization and are part of the JIRA instance). This seems to remove the possibility of having a project be a hybrid between a JSD project and a normal project without a complex permission or security scheme. This came as a surprising disappointment.

            Hi, 

            We are still not moved to Service Desk for our customers support system. Still using JIRA Software/Core to do this. Currently we have a project open to our customers filled with issues to vote on. From several customers we got the request to be able to comment on this issues only visible for themselves and our employees and not the rest of the world. 

            So be able to add an option to the visibility to a certain group + current user would be very very useful. 

            (this in combination with JSD-1743 will move us to Service Desk)

             

            Laura Snoeij [Test QPS] added a comment - Hi,  We are still not moved to Service Desk for our customers support system. Still using JIRA Software/Core to do this. Currently we have a project open to our customers filled with issues to vote on. From several customers we got the request to be able to comment on this issues only visible for themselves and our employees and not the rest of the world.  So be able to add an option to the visibility to a certain group + current user would be very very useful.  (this in combination with JSD-1743 will move us to Service Desk)  

            We have disabled the service-desk-comment-field module as suggested. Everything looks to be working although SD does not seem to obey the comment restriction for comments posted along with the resolution of an issue. Odd!
            Does anyone have a workaround for this?

            David Capelo added a comment - We have disabled the service-desk-comment-field module as suggested. Everything looks to be working although SD does not seem to obey the comment restriction for comments posted along with the resolution of an issue. Odd! Does anyone have a workaround for this?

            Bruce Reed added a comment -

            I would add to this request that internal comments should only be visible to Service Desk Team Members, regardless of where they are viewed. We use JIRA for both JSD and a variety of other project tracking purposes. We want to give the JIRA users access to their SD tickets within JIRA and have the permissions structure to give them access to only their tickets, to comment, etc., but we cannot restrict their ability to view internal comments. That defeats the whole purpose of an INTERNAL SD comment. We only found this by accident after a customer responded to an internal commented directed to the SD agent and not the customer. Why must we force JIRA users to use the customer portal to this capability. Make it part of the permissions hierarchy.

            Bruce Reed added a comment - I would add to this request that internal comments should only be visible to Service Desk Team Members, regardless of where they are viewed. We use JIRA for both JSD and a variety of other project tracking purposes. We want to give the JIRA users access to their SD tickets within JIRA and have the permissions structure to give them access to only their tickets, to comment, etc., but we cannot restrict their ability to view internal comments. That defeats the whole purpose of an INTERNAL SD comment. We only found this by accident after a customer responded to an internal commented directed to the SD agent and not the customer. Why must we force JIRA users to use the customer portal to this capability. Make it part of the permissions hierarchy.

            We where also a happy Service Desk 1.x customer. At the end of june i updated our JIRA and Service Desk to 2.x.
            And in most cases i where able to use it like Service Desk 1.x.

            One reason to wait was this issue. The workaround (disable service-desk-comment-field module) works in general an we can set the comment visibility as in Service Desk 1.x.
            Our customers are still able to browse there Service Desk request in normal JIRA issue view and our old Cc custom field with issue security and notification schemes to these fields does the same job as the old version.

            Yesterday i found one small issue with that workaround.

            You have:

            • Colleague A (reports the problem over the customer portal)
            • Colleague B (Colleague A puts him into Cc custom field)
            • Agent A (with JSD Agent access)
            • All can browse the issue directly in JIRA
            • Colleague A gets the Service Desk mail template triggered from the Service Desk notification scheme
            • Colleague B gets the JIRA mail template triggered from the JIRA notification scheme

            Lets say Agent A writes a comment (JIRA comment layout with project roles) and the comment is not restricted.
            Booth Colleagues get a notification and they can view the comment in JIRA.
            Lets say Colleague B writes a comment (no restriction), then only the Agent and Colleague B gets notified. Colleague A will not get a mail notification triggered by Service Desk notification scheme. But when he looks into the customer portal, he can view the comment.

            When you enable the previously disabled module JIRA told you the comment is internal.

            I see these possible workarounds:

            • Migrate the Cc people to the SD Participants field (Script runner is perfect for this). Will not fix all our requirements. In some request types the customer needs to enter his manager in the field manager. (JSD-2934). In this case the manager of the customer who request a notebook can't ask him the question why he needs this...
            • Within the create step put the reporter into a custom field and put this into your notification scheme for comments. As a side effect i think, he will get double comment notifications.

            andy.holvoet: Have you seen this behaviour in your JIRA instance?

            Regards,
            Tim

            Tim Eddelbüttel added a comment - We where also a happy Service Desk 1.x customer. At the end of june i updated our JIRA and Service Desk to 2.x. And in most cases i where able to use it like Service Desk 1.x. One reason to wait was this issue. The workaround (disable service-desk-comment-field module) works in general an we can set the comment visibility as in Service Desk 1.x. Our customers are still able to browse there Service Desk request in normal JIRA issue view and our old Cc custom field with issue security and notification schemes to these fields does the same job as the old version. Yesterday i found one small issue with that workaround. You have: Colleague A (reports the problem over the customer portal) Colleague B (Colleague A puts him into Cc custom field) Agent A (with JSD Agent access) All can browse the issue directly in JIRA Colleague A gets the Service Desk mail template triggered from the Service Desk notification scheme Colleague B gets the JIRA mail template triggered from the JIRA notification scheme Lets say Agent A writes a comment (JIRA comment layout with project roles) and the comment is not restricted. Booth Colleagues get a notification and they can view the comment in JIRA. Lets say Colleague B writes a comment (no restriction), then only the Agent and Colleague B gets notified. Colleague A will not get a mail notification triggered by Service Desk notification scheme. But when he looks into the customer portal, he can view the comment. When you enable the previously disabled module JIRA told you the comment is internal. I see these possible workarounds: Migrate the Cc people to the SD Participants field (Script runner is perfect for this). Will not fix all our requirements. In some request types the customer needs to enter his manager in the field manager. ( JSD-2934 ). In this case the manager of the customer who request a notebook can't ask him the question why he needs this... Within the create step put the reporter into a custom field and put this into your notification scheme for comments. As a side effect i think, he will get double comment notifications. andy.holvoet : Have you seen this behaviour in your JIRA instance? Regards, Tim

            This is now getting really critical as there is no way to renew a Service Desk 1.x license anymore!

            Thomas Heidenreich (//S) added a comment - This is now getting really critical as there is no way to renew a Service Desk 1.x license anymore!

            This is so important, and the new version of Service Desk is absolutely terrible with this functionality gutted. In our use case, we are a B2B business providing a software solution to our clients they use for B2C business. So, our clients need to open escalation tickets with our company for support, but those clients need to see the tickets of other users at their organization. We were able to accomplish this by letting our clients use Service Desk for opening and tracking issue, but they could also view queues in the agent-side of Service Desk so they could see the other issues we were tracking to find commonalities for Support-based service desks, or to track larger projects for Servcies/PM-based service desks. Now Service Desk is hobbled - if we make our clients 'agents', cost aside, then we can't have any Internal comments because the new comment UI doesn't provide us the ability to restrict comments to a group or project role. If Service Desk solved our need through the customer portal for the use case I described, we would not need JSD-829 to restore this functionality, but without that much larger change, we need comment visibility options back the way they were.

            For those who haven't done so yet and are reading this, DO NOT UPGRADE SERVICE DESK until you fully understand the impact of comment changes that all the comments in this JSD-829 ticket may have for your organization.

            Sean McElroy added a comment - This is so important, and the new version of Service Desk is absolutely terrible with this functionality gutted. In our use case, we are a B2B business providing a software solution to our clients they use for B2C business. So, our clients need to open escalation tickets with our company for support, but those clients need to see the tickets of other users at their organization. We were able to accomplish this by letting our clients use Service Desk for opening and tracking issue, but they could also view queues in the agent-side of Service Desk so they could see the other issues we were tracking to find commonalities for Support-based service desks, or to track larger projects for Servcies/PM-based service desks. Now Service Desk is hobbled - if we make our clients 'agents', cost aside, then we can't have any Internal comments because the new comment UI doesn't provide us the ability to restrict comments to a group or project role. If Service Desk solved our need through the customer portal for the use case I described, we would not need JSD-829 to restore this functionality, but without that much larger change, we need comment visibility options back the way they were. For those who haven't done so yet and are reading this, DO NOT UPGRADE SERVICE DESK until you fully understand the impact of comment changes that all the comments in this JSD-829 ticket may have for your organization.

            @Andy: The problem is mainly with the collaborators - they suddenly get access to comment directly to the customer, and if they do that by mail there is no way of restricting the comment.

            Thomas Heidenreich (//S) added a comment - @Andy: The problem is mainly with the collaborators - they suddenly get access to comment directly to the customer, and if they do that by mail there is no way of restricting the comment.

            aholvoet added a comment -

            @Thomas: indeed. The "internal" comment is easier to not forget. But it's also a manual action (obviously) which can be forgotten.

            With this workaround you can upgrade Service Desk to the latest version, but still use the project-role restrctions on comments. (until the comment-system is combining the "internal" comments and the project-role restrictions)

            aholvoet added a comment - @Thomas: indeed. The "internal" comment is easier to not forget. But it's also a manual action (obviously) which can be forgotten. With this workaround you can upgrade Service Desk to the latest version, but still use the project-role restrctions on comments. (until the comment-system is combining the "internal" comments and the project-role restrictions)

            The problem with this workaround is, that all comments created by collaborators will be show to the customers if they don´t restrict it.

            The issue is the main reason we still have customers running Service Desk 1.x

            Thomas Heidenreich (//S) added a comment - The problem with this workaround is, that all comments created by collaborators will be show to the customers if they don´t restrict it. The issue is the main reason we still have customers running Service Desk 1.x

            aholvoet added a comment -

            There is a workaround to disable the "internal" comments and use the project-role restriction:

            Go to Administration >> Add-ons >> Manage Add-ons
            Change the add-ons list to restrict from "User-Installed" to Application Components via the drop-down list.
            Find the JIRA Service Desk add-on from the list. Expand it.
            Find the module called "service-desk-comment-field". Disable this.

            aholvoet added a comment - There is a workaround to disable the "internal" comments and use the project-role restriction: Go to Administration >> Add-ons >> Manage Add-ons Change the add-ons list to restrict from "User-Installed" to Application Components via the drop-down list. Find the JIRA Service Desk add-on from the list. Expand it. Find the module called "service-desk-comment-field". Disable this.

              fb78834a366d Jim Alexander
              4a5ad1aa092a Darren Pegg
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