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
- Create a Service Management issue ticket .
- As an agent , Resolve the ticket and add a comment.
- 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
- As the system administrator, press ‘g’ + ‘g’ , key in Workflows .
- At Jira Service Management IT Support Workflow generated for Project XXX , click Edit.
- Then, click on Resolved.
- Then, click at View Properties
- Delete, jira.permission.edit.user.1 property key.
- Go back to the workflow, click Publish Draft.