Make 'Reply to Customer' field mandatory

[Srushti Jadhav]

While making the Comments field mandatory, there are 2 options - 'Reply to customer' and 'Internal Note'. How to make only the first one mandatory? Because our use case requires all JSM users to see the comment. The internal note is visible only to people having JS Agent access, how to remove this option in the mandatory field?

[Yogesh Mude · Accepted solution]

@Srushti Jadhav welcome to the community.

Nope, i dont think this is possible, however i can see there is a workaound that you set whether transition screen comments default to "Internal note" or "Reply to customer" but i dont this in our site yet and still, it just make it default but not required,

seems be to new rollout.

https://jira.atlassian.com/browse/JSDCLOUD-14319

[Srushti Jadhav]

Thanks @Yogesh Mude !