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When JIRA ServiceDesk users are commenting on an issue, they can choose one of the two options:

  • Comment will be visible for SD users AND Customer   (Share with customer)
  • Comment will be visible for SD users only (Comment internally)

The following picture illustrates the said above:

 

It is often a case when you want to notify your customers only about comments which are shared with them and keep the rest private within your team. Jirassimo lets you distinguish "visibility" of particular comment by checking on the value of publicComment  like the following:

 

In this case, the body of comment will be rendered only if it was meant for public use (SD agent clicked on "Share with customer" button). Also, note that we refer to $issue.last_comment.body instead of $issue.last_comment.BodyHTML

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