Automation rule posts private comments instead of public comments
Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.
Summary
When you have multiple automation rules or a single one that should fire a public comment based on your trigger configured, sometimes it could get posted as internal/private comments instead of a public one even if from the "Comment Visibility" section of the "Comment on issue" action is set to "Share with customer" for the automation rules:
Diagnosis
Once the automation rule has been triggered and marked as successful from your Automation Logs, the comment gets posted as internal/private and this will not allow the portal only customer users to view them from the Portal:
Cause
The cause of this is due to the Actor of the Automation rule does not have access to the Jira Service Management product:
Solution
You can either change the Actor of the rule to an existing one with Jira Service Management access or add product access to the Actor.