JIRA Service Desk Comment automatically set to Internal at Resolve state

Still need help?

The Atlassian Community is here for you.

Ask the community

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




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



  • 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.


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


  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

Was this helpful?

Provide feedback about this article
Powered by Confluence and Scroll Viewport.