How to Manage Comment Visibility in Jira On-premise

This page describes how to keep internal comments internal and restrict synced comments' visibility.

Exalate allows handing comments visibility based on a user group or role restriction.

Outgoing Sync - Send Comments

Jira Software

Jira Software allows limiting comments to users with certain project roles/groups. By default, JIRA is configured to allow restricting comment visibility to project roles only. You can restrict comment visibility to a certain user group or based on the user role.

• Send all comments to the destination side

replica.comments       = issue.comments

• Don't send comments which have the user group/role security set
  You can use filterLocal comment helper to filter out comments that you want to synchronize.

// ensure that only public comments are sent over to the remote instance
replica.comments = commentHelper.filterLocal(issue.comments)

• Send all comments except the ones created by a user with the group level dev

replica.comments = issue.comments.findAll { it.roleLevel != "dev" }

Jira Service Management

In Jira Service Desk you can create comments as internal or public.

• Send all comments to the destination side

replica.comments       = issue.comments

• Send only public comments to the destination side

replica.comments = issue.comments.findAll { !it.internal }

Incoming Sync - Handle Received Comments

Jira Software

Jira Software allows limiting comments to users with certain project roles/groups. You can add the incoming comment with a certain group/role level and change the existing comment's group/role level.

• Create local comments based on the remote comment visibility

issue.comments = commentHelper.mergeComments(issue, replica, {
      comment ->
      if (comment.internal) {
          // if the remote comment is internal make it visible to only users with role "team"
          comment.roleLevel = "team"
      } else {
      // remove all restrictions
          comment.roleLevel = null
          comment.groupLevel = null
      }
      comment
}
)

Jira Service Management

You can handle incoming comments in different ways:

• Add all comments received from the remote side as internal comments

  This approach also works for Zendesk comments.

issue.comments       = commentHelper.mergeComments(issue, replica, {it.internal = true; it})

• Add comments received from the remote side as internal comments based on a specific group role

 issue.comments = commentHelper.mergeComments(issue, replica, {
  // make the comment internal, if the comment is visible only to the user role "team" 
  comment ->
    comment.internal = comment.roleLevel == "team"
  // collect the comments 
  comment
}
)

Zendesk

• Add all incoming comments as Internal notes to the Zendesk tickets

 issue.comments = commentHelper.mergeComments(issue, replica, {
  comment ->
    comment.internal = true
    comment
  }
)