Jira Service Management Comment automatically set to Internal at Resolve state


Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Problem

At Jira Service Management , 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 Management 2.5.8

Diagnostic Steps

  1. Create a Service Management 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 Management 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 Management IT Support Workflow generated for Project XXX , click Edit.
  3. Then, click on 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 Nov 5, 2024

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