How to avoid users / agents from adding internal comments in Jira?

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Internal comments in Jira are meant for team communication, but there may be situations where they must be disabled.

While Jira does not yet offer an out-of-the-box feature to disable internal comments, we have the feature request, JSDCLOUD-12087, to have this functionality.

This article provides a strategy that can be implemented to manage internal comments using Automation for Jira.

Solution

To manage internal comments effectively, we can setup an automation rule that will monitor, notify, and optionally remove internal comments. Here’s a step-by-step guide:

Step 1: Create a New Automation Rule with an 'Issue Commented' Trigger

Begin by setting up a new rule that triggers whenever an issue is commented on. This ensures that all comments are automatically checked.


Step 2: Use a Condition to Identify Internal Comments

Next, add a condition using smart value {{comment.internal}} to determine if a comment is internal.

If this condition returns true, it indicates the comment is internal, allowing the automation rule to proceed with the defined actions in the next steps.


Step 3: Notify the User and Stakeholders

Once an internal comment is identified, the next step can be to notify the user who made the comment.

Add a 'Send email' action to send a notification email. You can customize the email to include additional recipients, such as the Project admin, to keep them informed.

Using the smart value {{comment.body}} will include the comment within the email content, providing better context to the recipients.


Step 4: Optionally Delete the Internal Comment

If your policy requires removing internal comments, add a 'Delete comment' action to your rule and use {{comment.id}} to delete the comment that triggered the automation rule.

Be cautious with this step, as deleted comments cannot be restored. Ensure the comment's content is included in the notification email by using the {{comment.body}} smart value, as described in Step 3, to keep a record before deletion.


Customizing Your Automation Rule

The steps above serve as a starting point and you can tailor the automation rule to fit your specific requirements by adding or removing actions, setting additional conditions, or adjusting notification configuration in the Send email' action.

By setting up a structured automation rule, you can efficiently manage internal comments, ensure relevant stakeholders are informed, and maintain control over internal communications within your projects.


Last modified on Aug 23, 2024

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