JIRA Service Desk Comment automatically set to Internal at Resolve state

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This article only applies to the Atlassian server platform. Learn more about the differences between cloud and server.

 

 

Problem

At JIRA Service Desk , when an agent resolved an issue and added a comment , automatically the comment set to Internal . Supposedly , the permission is Public

Diagnosis

Environment

  • JIRA Service Desk 2.5.8

Diagnostic Steps

  1. Create a Service Desk issue ticket .
  2. As an agent , Resolve the ticket and add a comment.
  3. Comment automatically set to Internal.

Cause

At Step properties for the Service Desk workflow , have additional property.key configured . The property.key name jira.permission.edit.user.1

Resolution

  1. As the system administrator , press ‘g’ + ‘g’ , key in Workflows .
  2. At JIRA Service Desk IT Support Workflow generated for Project XXX , click Edit .
  3. Then , click at Resolved .
  4. Then , click at View Properties
  5. Delete , jira.permission.edit.user.1 property key .
  6. Go back to the workflow , click Publish Draft
Last modified on Feb 26, 2016

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