Description
Today, Glean’s Jira actions (used by Agents / Assistant) can only post public comments on Jira issues. Customers that use Jira heavily for support and operations often rely on internal-only comments for sensitive troubleshooting notes, handoffs, and internal coordination.
Components
Jira Actions - Create a Jira Comment
Customer Use Case(s)
For customers, this means that when they trigger a Jira comment from Glean, they cannot keep that comment internal; they must either avoid using the action or manually edit the comment in Jira afterward, which breaks the “stay in Glean” workflow.
Business Impact
- Security & confidentiality: Many support workflows require keeping internal notes away from external requesters.
- Trust & adoption of Glean actions: If teams can use Glean to add internal notes, they won't need to fall back to the Jira UI.
- Consistency with other tools: Other integrations (and plain Jira UI) let users explicitly choose between internal vs public comments, so customers expect the same control when acting from Glean.
