Add comments to issues

You can use comments to leave notes about progress, ask for additional information, or ask colleagues to join the discussion.

Tip. If you keep all your discussions about an issue in the comments section, you will always have access to the full history of what was discussed.

Leave a comment

To comment on an issue, enter text in the box at the bottom of the page. In the comments section, you can use wiki markup and attach images and files.

You can use the comments section to specify a key for a different issue. By doing this, Tracker will automatically link the issue.

Note. If you need to paste a link to another issue in your comment without actually linking the issues together, include the st: parameter before the issue key (for example: st:TEST-1234). If you do this, a magic link will be displayed in the text field, but you won't link issues together.

You can disable automatic linking for issues from different queues in the queue settings.

If you close or refresh the page without sending your comment, it is still stored in drafts. You can restore the comment text by clicking in the toolbar above the comment box and choosing the draft.

Reply to comments

To respond to someone's comment, hover over it and click Reply.

Edit comments

  1. Hover over the comment and click Edit.

  2. Make your changes and then click Save.

All changes to comments are stored in the History.

Invite to comment

To invite other users to discuss the issue:

  1. Click above the comment box.

  2. Enter the login or name of the user you want to invite in the comments. You can invite multiple users at once.

  3. Enter the comment text.

  4. Click Submit.

Users invited to comment are notified by mail, with their names added to the Pending reply from issue field.

Note. If you add a user in the Pending reply from field without inviting them when sending your comment, that user won't receive an email notification.

Attaching a file

Drag files to the comment box or click Choose files.

To insert images attached to an issue in the comment text, click .

Send comments to a user's email address

You can send emails to in-house and outside users directly from the issue page. The message text is attached to the issue as a comment.

Restriction. Comments can only be sent to outside users if the queue settings allow it.

To send an email from the issue page:

  1. Click Email on the bar under the issue title.

  2. Choose an address to send your email from:
    Queue address

    You can use this option if the queue has a dedicated email address.

    The “From”field will only display the queue address. Responses to such emails are turned into comments for the corresponding issue.

    You can set up a Nickname to communicate with outside users. Create one or mode nicknames in thequeue email address settings.

    Your own address

    The “From” field will display your name and address.

  3. Specify your recipient and write your message.

  4. Click Submit.

Responses to such emails are turned into comments for the corresponding issue automatically.

Share a comment

You can share a direct link to a specific comment with colleagues. To get the link, click on the date in the top right corner of the comment and copy the contents of the browser address bar.

Convert a comment into an email message

Respond to any notification about the change in an issue's status to create a comment via email:

  1. Open an email with a notification about a change with an issue.

  2. Write the comment text in the message body.

  3. Click Submit.

The comment will be created automatically after the message has been sent.

Use templates

Creating a template

If you frequently leave similar comments, make a template for them. You can create a template on the special page or from the comment text:

  1. Enter the comment that you want to make a template.

  2. Click .

  3. Choose Create template from this comment from the drop-down list.

  4. Enter a name for the template.

  5. If you want the template to only be available in this queue, select the option Bind template to queue.

  6. Click Create.

Use a template

To create a comment from a template:

  1. Make sure that the comments field does not contain any text.

  2. Click .

  3. Select a template from the drop-down list and click Choose.

  4. If necessary, edit the comment. To publish it, click Submit.

Create an issue based on a comment

If the discussion of an issue leads to creating a new issue, you can create it directly from the comment:

  1. Click the comment that the new issue will be based on.

  2. Click Create issue and choose the type of relationship between the two issues.

  3. Fill in the fields as usual when creating an issue.

  4. Click Create.

Sort comments

Comments are listed chronologically by default. If you want to place the most recent comments at the start of the chain, do the following:

  1. Click  → Personal settings on the upper panel in Tracker.

    Note. You can also follow this link:
  2. In the Issue message order section, select New first.

  3. Click Save.

All issue changelogs in the History tab will also change their order to newest first.