Service Desk blank comment box

[Janene Hoffmann]

JIRA Service Desk
Right now if you leave an internal comment you get a blank comment box but it your write a comment to the customer it put the full name of the customer and the full name of the agent.

Hi Jane Smith,

• Tim Ford

I just want a blank comment box on both, such as like a comment within JIRA.

Is this part of the configuration somewhere, or do I need a plugin to suppress this?

[Jack Brickey · Accepted solution]

Janene, go to project>project settings>customer notifications> public comment added (and edited) and edit the format there.

[Janene Hoffmann]

project settings / customer notifications

This is on server, is that why I don't see customer notifications you're referring to?

[Janene Hoffmann]

JSD server 3.1.9

[Jack Brickey]

Janene, I checked the documentation. It appears that it is not there in server 3.1 but is in 3.3. I encourage you to use Atlassian documentation as a resource as it is quite good and can easily be searched just like AA but often is a better resource. I also recommend upgrading. Though I do not use server, my observations from AA discussions is that there are very significant improvements.

3.1 - https://confluence.atlassian.com/servicedeskserver031/configuring-service-desk-notifications-802164756.html

3.3 - https://confluence.atlassian.com/servicedeskserver033/configuring-service-desk-notifications-861255295.html

cheers,

j

[Janene Hoffmann]

Thank you!