JSM Cloud Migration Assistent - Internal comments will be visible to customer

[Rocco De Angelis]

Hi All,

We are in the process of migrating one of our JSM projects from our Data Center instance to JSM Cloud. Now we're facing the issue that comments that were previously marked as internal have been migrated with the visibility set to "Reply to customer" instead of being marked as "Internal note" in JSM Cloud. As a result, all internal comments are now visible to our customers after the migration, which is a major concern.

Does anyone have an idea or a workaround to fix this issue?

Thank you in advance!

[Alex Koxaras _Relational_]

Hi @Rocco De Angelis 

Quick question: You are migrating from DC to Cloud, but are these JSM projects or Jira projects? Usually I've seen this problem when migrating Jira projects to JSM projects, where comments are public and attachements are not visible to customer. Can you please clarify this?

[Rocco De Angelis]

Hi  @Alex Koxaras _Relational_ JSM DC project to JSM Cloud project.
As far I know the feature of internal comments exists only in JSM projects.

[Alex Koxaras _Relational_]

Yes, that's why is strange. This feature is supported in both platforms. So I wonder why dc internal comments are made public on cloud. Have you requested help from a partner or move atlassian's support?

[Rocco De Angelis]

I contacted Atlassian support today and am still waiting for a response. However, I would also like to raise this question in the community.

[Kyle Lapham]

Morning @Rocco De Angelis Rocco - Did you get a response on this from Atlassian and the cause?