Determining an internal comment vs replying to customer

[Ross Heatley]

Hi all,

Beginning to use JSM more frequently. One thing I am not able to easily identify is when a comment has been made internally vs replied to the customer. There is no label or distinction between the two. 

There have been a couple of cases where an internal comment has been made thinking it has gone to the customer and we've closed out a ticket with the customer thinking there is no update. 

Hopefully I'm missing something obvious. 

Thanks,

Ross

[Dan Breyen · Accepted solution]

Hi @Ross Heatley when you make a comment internal vs external, do you visually see a difference is JSM?  Internal comments are also usually highlighted with a different background color. They also have an 'internal note' msg next to them

Also, in your JQL, comment.internal will tell you if it's an internal comment.

There is also a change to the GUI where transitions used to default to 'Reply to Customer' but changed to 'Internal Comment'.  That may be what happened in your example.

There are a few tickets with Atlassian to revisit the workflow. These are a couple of them: JSDCLOUD-9463 JSDCLOUD-14319 

If those would help you out, feel free to vote for and watch them. 

Hope that helps.

[Ross Heatley]

Hi Dan,

Thanks so much for the help! When we were using 'm' as a shortcut, or replying directly on the portal we couldn't determine where it was going. 

Have voted for both tickets!

Thanks,

Ross