This document outlines how to communicate to Customers and Agents through the Comments section of Orange Tracker (OT). This document is intended for project Agents that need to create public and internal comments within a ticket.
Near the bottom of the issue is the Activity section. This houses all communications and ticket history for the one ticket. The default view will show the "Comments" tab, showing all public and internal comments. Internal Comments are shaded yellow and will display "Internal note" at the top of the comment.
Reply to the Customer
To communicate with the Reporter and anyone in the Request Participant field, click on the "Reply to Customer" link. This will open a comment box and allow you to write and format the message.
Adding a Participant
The Request Participant field to a field to add additional users to view, comment on, and receive notifications about the ticket. This is the field to add additional customers to add value to the ticket, or just to follow along.
The users in the Request Participant field will receive the Customer Notifications like the Reporter.
Anyone CC'ed in an email that is sent to the project will be added as a Request Participant.
For more information about Request Participants, please see the Atlassian documentation: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/
Adding a Watcher
The Watcher field is reserved for licensed Jira project members, like Agents. Watchers will receive the standard Jira Internal notifications and edit the ticket per the permissions set within the project.
Create an Internal Note
Creating an internal note allows the team agents to communicate without impacting the Reporter or Request Participants. This means the Reporter or Request Participants will not see the note or receive any email about that note.
To create an internal note, use the Comments tab under the Activity section of the issue and select "Add Internal Note". This link will auto restrict the comment.