Jira SD automation getting error in "Comment added" rule

[Juho Saari]

I have automation rule which should trigger a workflow transition. For some reason I keep getting error when I use "User is not an agent" condition. I am commenting the issue as a customer.

But when I use "User is a customer" condition the rule succeded.

[Angélica Luz]

Hi Juho,

Just for a better understanding of the issue, I would like to know if you are using a different account to comment on the issue through the portal/email.
When you mention you are commenting as a customer, are you using a portal only account or your own account using the customer portal?
Is it happening when any customer adds a comment?

Regards,
Angélica