Internal note notifications
Asked by Francesco Carullo MMS:

Hello,

I would like to know how to identify "internal note" or "Reply to customer" comment in automation, so that I can send notifications only when "Reply to customer" comment is added only, I don't want to send notifications when an "internal note" comment is added.

Thanks


Answers:
author: Mikael Sandberg
body: Hi [@Francesco Carullo MMS](/t5/user/viewprofilepage/user-id/5436246),

Welcome to Atlassian Community!

You can check if the comment is internal or not by using smart value like this:

![Screenshot 2024-02-22 at 7.07.28?AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/308152iBA7D42E97482EA38/image-dimensions/377x211?v=v2 "Screenshot 2024-02-22 at 7.07.28?AM.png")

comments: author: Francesco Carullo MMS
body: Hi [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579)

thanks for your reply.

Actually I realized that my question wasn't clear. I mentioned automation but I meant just to disable the internal note notifications in the notification scheme, is it possible? Or the only way is to set an automation rule to handle this?

Thanks


author: Mikael Sandberg
body: No, there is no notification type in the notification scheme that is specific for internal notes, it is the "Someone made a comment" type that controls that. If you turn that one off it will affect all comment, both internal notes and reply to customer.


author: Mark Segall
body: Hi [@Francesco Carullo MMS](/t5/user/viewprofilepage/user-id/5436246) and welcome to the community!

You'll want to include a smart value condition in your rule against the {{comment.internal}} smart value. For your example, it would look like this:

```
{{comment.internal}}
Equals
False
```

comments: author: Mark Segall
body: > I meant just to disable the internal note notifications in the notification scheme, is it possible? Or the only way is to set an automation rule to handle this?

Correct. You would need to disable the comment notification in your notification scheme and replace that functionality with the desired behavior via automation. If you're dealing with a single project, this probably isn't too bad. However, if your expectation is across multiple projects, you'll want to proceed with caution as the rule could trigger excessively and quickly hit limits depending upon how often team members are commenting on issues.


author: Joseph Chung Yin
body: [@Francesco Carullo MMS](/t5/user/viewprofilepage/user-id/5436246) -

Welcome to the community. As stated by both [@Mikael Sandberg](/t5/user/viewprofilepage/user-id/853579) / [@Mark Segall](/t5/user/viewprofilepage/user-id/4666637) , you will need to use {{comment.internal}} smart value check in your rule condition check. Here is a reference link on smart value usage for automation - <https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/> (for your ask - look for the {{comment}} section for details.

Using Smart Values is a key that you can enhance and design your automation rule.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Francesco Carullo MMS
body: ok thanks


Tags: cloud

jira-service-management

jira-service-management-cloud