internal comments not working anymore

[Romy_Kaminsky]

Hi,

I really hope, someone can help out with this, as I do not have any idea anymore.

We have an integration between our Jira (we are using Software and ServiceDesk) and Gitlab.

We have a separate user for this integration, called Gitlab-User. This user is commenting on tickets, whenever a Mergerequest in Gitlab is changed, removed or comitted.

So the Gitlab User has no ServiceDesk license, but the user is assigned to the ServiceDesk Team and can leave internal comments (at least this is what the permission helper says to me).

Since 4 months now there are no comments anylonger to my ServiceDesk Tickets from the Gitlab User, although there are commits in Gitlab for those tickets.

For all the other Software Projects the comments for the commits are still working, just no longer for the ServiceDesk Tickets.

As of the documentation it should be enough, that the user has simple comment-permissions, which he has:

GitLab is unable to comment on a Jira issue
Make sure that the Jira user you set up for the integration has the correct access permission to post comments on a Jira issue and also to transition the issue, if you'd like GitLab to also be able to do so. Jira issue references and update comments will not work if the GitLab issue tracker is disabled

We changed absolutely nothing to the  setup and it definetly worked before with the same permissions.

And no: I can´t give a ServiceDesk license to this user, as I would need an upgrade then. But this should not be needed.

Thank you for your help!

Best,

Romy