Help Needed with Jira Automation Error: "Actor does not have permission to view one or more issues"

Question

Hello Jira Community,

I'm encountering an issue with a Jira automation rule, and I'm hoping someone can help me figure out what's going wrong. Here's the setup for the rule:

Automation Rule Details:

* Steps:* When: The rule is triggered on All comments
* Project: The project is set to "Team project (TES)"* Branch: For Linked Issues with the type "created by"
* If Condition: Compares two values to check if {{comment.visibility.value}} equals Customers Visibility
* Then Action: Add a comment to the linked issue

* Actor: User who triggered the event
* Scope: Global

Steps to Reproduce:

* Issue TES-22 has a linked issue BSM-23 (Note: BSM is a Jira Service Management project).
* A user comments on BSM-23 via the customer portal.
* The automation rule is triggered and ends with the following error:* "Actor does not have permission to view one or more issues, or the issue was deleted (please check permissions and issue security levels): Comment (id:67615) for issue BSM-31 (id:33084)"

The Problem:

I want to prevent this automation rule from being triggered in this scenario, as the BSM project should make the condition inapplicable. While the error doesn't seem to have a functional impact (since no action should occur), something is incorrectly configured.

Question:
Do you have suggestion how can I solve this?

Marc Koppelaar · Answer

Hi @Claire Mayer

Does the role scope need to be global, you could change the scope to the project only.

Or you could branch on JQL (issueLinkType = "created by" and project != BSM)

Claire Mayer_9a0i7t · Answer

The actor is the JSM portal user. I cannot grant him the access needed.
I tried conditions to trigger the rule only for some users, but still without any success.
Also triggering it with only 1 project doesn't work, as the linked issue is in another project.

Claire Mayer_9a0i7t · Answer

The user only has access to the Jira Service Management Portal and lacks Jira Software access, so they don't have the necessary project permissions.

I prefer not to use 'jira automation' as the actor, as that would compromise the benefits of the automation I'm trying to implement. I need a solution that doesn't involve changing the actor.