This is the solution to this use case - tested and working.
issue.comments = commentHelper.mergeComments(issue, replica,
{
//Sync the comment and format the display of an author name
comment ->
comment.body =
comment.author.displayName +
" commented: \n" +
"{quote}\n" +
comment.body + ";\n" +
"{quote}\n"
//Make the comment public on Service Desk
comment.internal = false
comment
})
As a result, you get a nicely formatted public comment, which is visible on the portal.
This overcomes the limitation of the Jira Service Management, because you can allow a direct conversation between your Dev team with the JSM Customer.
Hi Bogdan,
I premise you are using Jira on-prem since Jira Cloud does not support mergeComments with custom formatting
Can you try
issue.comments = commentHelper.mergeComments(issue, replica, {
comment ->
comment.body =
comment.author.displayName +
" commented: \n" +
"{quote}\n" +
comment.body + ";\n" +
"{quote}\n"
//https://community.atlassian.com/t5/Jira-Service-Management/Create-Internal-Comment-using-REST-API-for-Jira-Service-Desk/qaq-p/857385
comment.public = false
})
or
issue.comments = commentHelper.mergeComments(issue, replica, {
comment ->
comment.body =
comment.author.displayName +
" commented: \n" +
"{quote}\n" +
comment.body + ";\n" +
"{quote}\n"
}) {
it.internal = false
}
Reference: https://docs.idalko.com/exalate/pages/viewpage.action?pageId=6226071
Hi Sim Hua Soon
You were close but both solutions caused the sync to have an error. See the solution below that my good colleague developed.
And thank you Sim Hua Soon for the answer because it helped me to get closer to the solution
I want to merge two properties for comments in Jira Service Management.
I need them to be at the same time:
1) public
2) formatted
I can achieve these objectives separately but not together. I could not find such a use case in the Community. Can anyone merge the snippets for me?
//Synchronize comments as public issue.comments = commentHelper.mergeComments(issue, replica, {it.internal = false}) //Synchronize comments and format it diplaying an author name issue.comments = commentHelper.mergeComments(issue, replica, { comment -> comment.body = comment.author.displayName + " commented: \n" + "{quote}\n" + comment.body + ";\n" + "{quote}\n" })