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.

Last modified on Jun 27, 2023

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