Introduction
We’ve received feedback regarding a recent change in Jira Service Management behavior concerning ticket status updates. Specifically, users have reported that the system now defaults to adding an internal note instead of replying to the customer when a ticket’s status is modified. This article provides a straightforward solution to address this issue.
Main Content
The default comment behavior during ticket status transitions can be adjusted. To change the system’s default setting, please refer to the following article: https://community.atlassian.com/forums/Jira-Service-Management-articles/New-Jira-Service-Management-settings-toggle-Set-default/ba-p/3056534. This resource details how to modify the settings for Comments in Transition Screens within Jira Service Management projects.
Conclusion
By following the steps outlined in the linked article, you can successfully change the default comment behavior and ensure that your team consistently replies to customers when updating ticket statuses.
Source: https://community.atlassian.com/forums/Jira-questions/Default-Field-When-Changing-Ticket-Status-Internal-Comment/qaq-p/3057871
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