How to prevent internal comments that should be a reply to customer

[Shaylyn Demidow]

We have cases where sometimes a service desk rep selects "add internal note" instead of "reply to  customer". Is there a way to prevent this?

This rep does still need the option to add internal comments but we want to prevent the mistake in the future.

[Joseph Chung Yin · Accepted solution]

@Shaylyn Demidow -

When JSM agent adds comment against an issue (This is via the project UI), it is up to each agent to select the proper buttons (either Add internal note or Reply to customer)for the target audience for the comments -

In our env, this is part of our standard training.  There is no configuration that I am aware of to always default the comment to "Reply to customer" option.  As the comment target audience process is an out of the box functionality.

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Taranjeet Singh]

@Joseph Chung Yin I am wondering if this functionality works same for JSM DC/Server or does it have any default set for comments as either "Internal Comment" or "Customer comment" in JSM DC/Server?

[Nic Brough -Adaptavist-]

It is the same for DC.

[Taranjeet Singh]

Thank you for clarifying, @Nic Brough -Adaptavist- !

[Joseph Chung Yin]

It is same for DC as stated by Nic...

It is not possible without custom development.  I would not recommend this route because agents need to be trained properly to choose the target audience when he/she adds comments for the case in the issue UI.

A few years ago, Atlassian change the default behavior of commenting (it was originally defaulted to Shared with Customer") with the updated UI to provide the ability for agent to determine which button to choose when making a comment - https://jira.atlassian.com/browse/JSDSERVER-1733

Hope this helps.

Best, Joseph

[Adam Schoenemann]

Deleted my questions for a new forum post as this was answered. 

My apologies :)