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Comments in (and between) different projects and Helpdesk

Comments in (and between) different projects and Helpdesk

Hi,

We use Servicedesk for our tickets and have the option to comment internally or externally. We do move some tickets from Servicedesk to Jira (Core?) and another Project. When doing this we only have the possibility to comment not like in Servicedesk to comment both internally and externally.

Is there any way of achieving this? It's a big frustration for us.

Hope you guys can help.

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Hi Rickie,

The option to comment internally/publicly is ONLY available on Jira Service Desk projects. Regular Jira software/core projects do not support that functionality.

Susan

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Another way to think of it is that all comments are internal by default. They can only been seen by licensed user who have access to the project.

The "External" comment is a feature of Service Desk that allows unlicensed users to see the comment via the user portal.

Once you move the ticket out of a service desk project, it unlicensed user will no longer be able to see it.

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