Comment visibility with Service Desk

[Vincent Dansereau]

Hi,
We are currently using Service Desk and use the comment visibility permissions feature like in normal JIRA project a lot.

This is possible with the service-desk-comment-field disabled.

We would like to add the canned responses add-on which requires service-desk-comment-field to be enabled.
See: activation steps here

This causes the comment visibility permissions feature to disappear which is not a option for us.

So I found the following documentation which the exact behavior I am looking for.
It is unclear how to apply this behavior. Does someone have clearer instructions?

Thank you, 

[Alec Jasanovsky]

You don't need to install an addon. Just use the "Automation" Tab under the project settings. You can specify what to reply to and what to say, etc. 

[Vincent Dansereau]

Thank you, but the Automation feature doesn't have what we are looking for in the  canned responses.

[Alec Jasanovsky]

Okay, so then for clarification, what exactly are you looking for? Just to have the ability to comment internally vs externally while using this addon? 

[Vincent Dansereau]

The ability to choose the comment visibility permission while using the addon.