How can we restrict individual comments at the ticket level in the "new" JIRA interface?

[Kathy D.]

In the old interface, we used the lock icon to restrict visibility of specific comments so only internal personnel could see those comments. That icon is no longer visible and we can't find it anywhere.

We do not want to restrict visibility to groups or ticket types - just individual comments that we don't want the customer to see.

Where can we find this function in the new interface?

This is a fairly urgent issue for us as it affects all ticketing activity. Our Support personnel are wasting time switching between the new interface and the old so they can add internal-staff-only comments to tickets.

If the old interface goes away, we have no way to do business effectively using JIRA.

[Raynard Rhodes]

There should be a "comment internally" button when the comment box is expanded. Watchers and internal persons should be able to see it.

[Kathy D.]

Thanks for the speedy response but none of the items shown at the bottom of the comment window appear in our interface. All we get is Save & Cancel buttons.

Are these options available in the Cloud version? Do we have to configure it at the group access level?

[Raynard Rhodes]

Hmm, I'm using Jira Cloud and these options seem to have been standard. I will do a bit more digging.

[Raynard Rhodes]

Can you tell me your role in Jira? Do you have a Service Desk role?

[Kathy D.]

I'm the documentation owner for most of the product line and have a Service Desk role so I can track tickets RE: documentation issues. However, the issue was reported by our Support team (all with Service Desk roles) and investigated by me.

I'm also a site administrator.

[Raynard Rhodes]

https://confluence.atlassian.com/jirakb/respond-to-customer-and-internal-comment-tabs-missing-from-comment-in-service-desk-777026999.html

Try that link and let me know if this helps.

[Kathy D.]

I see I misunderstood your question about a Service Desk role. We do not have the Service Desk app in service.

Your answer would have worked if Service Desk was active but we're working directly in JIRA for at least the next several weeks.

Thanks for your help. It clarified the issue a good deal.

[Raynard Rhodes]

Ah, o.k. you're just using Jira Software?

[Kathy D.]

Exactly - Cloud version.

[Raynard Rhodes]

Can you check the permissions for "comment"? I'm at a lost at this point. You may want to submit a ticket regarding this.

[Kathy D.]

Checked the permissions for "comment" earlier.  Great minds think alike...

Will open a ticket. Thanks again.

[Raynard Rhodes]

No problem, sorry we couldn't get this figured out.