How to hide "Share comment with Customer" in the comment part.

[Florian PEREZ [Valiantys Administrator]]

Hello everyone, 

Some users are very new and want Jira to be straightforward.  They ask us to hide part of the UI they to want to see to avoid confusion. they do not use the portal, but they need having a JSM project for many other reasons (one of them is SLA). 

This time they ask us to hide the "comment internally" or the "share comment with customer" part. They only want to keep one possibility (whatever is the possibility). 

I've try using Disable the cr-share-request module. This workaround is listed in [JSDSERVER-4591] Ability to disable/enable the 'Share with customer' button - Create and track feature requests for Atlassian products. However it does not work on my side. I can still see both comment possibility after disabling this part.  

I will try to use the following topic Default Service Desk Comments to Internal (atlassian.com) but on our part the fact user can still see the internal vs share comment to customer" in transition screen is a blocker for users... So I need to find a way to handle all the case. 

I was asking myself if using the Scriptrunner hide UI (Hide UI Element Built-In Script (adaptavist.com)) can be a solution but every try I did not get the point.  

Have you ever had the opportunity to get his done?  If so How did you proceed? 

Many thanks in advance.  

Florian.  

[Florian PEREZ [Valiantys Administrator] · Accepted solution]

Finally It work when I deactivate the service-desk-comment-field module from the JSM plugin section.  

• When adding a simple comment only one way of commenting is possible
• When using the "add a comment" button in the action bar of a jira ticket I only see one type of comment.
• When doing transition, the comment possibility only show one type of comment.