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Automated Comments Not Working

unknown

Using the new Jira Automation Rules, we've setup two automated comment updates;

Prompt Customer For a Comment
- Prompt them if they haven't updated a ticket in e.g. 5 days
Close due to inactivity
- Update the ticket with a comment and close it due to no response in e.g. 14 days

We have separate groups for our clients for privacy and whilst the above transitions to "Closed" are working without issue, the automation isn't adding comments on certain service desks and we're getting this error message:

"Error adding comment to issueGroup level visibility has been disabled. (commentLevel)"

I've looked at quite a few articles but haven't been able to find a solution to this, any suggestions / advice appreciated

Accepted answers

Italo Qualisoni [e-Core]

Hi @[deleted]

Looking for your error I think that your instance don't have comment visibility enabled for Groups.

I would recommend to check if your instance has Group & Project Roles enabled for Comment visibility, see below how to check this:

Check under JIRA Settings > System > General Configuration for "Comment visibility" make sure it's set to "Groups & Project Roles" and not "Project Roles only"

https://confluence.atlassian.com/jirakb/add-restricted-comments-on-jira-962353957.html

I hope this fixes your issue!

All comments

Italo Qualisoni [e-Core]

Hi @[deleted]

Looking for your error I think that your instance don't have comment visibility enabled for Groups.

I would recommend to check if your instance has Group & Project Roles enabled for Comment visibility, see below how to check this:

Check under JIRA Settings > System > General Configuration for "Comment visibility" make sure it's set to "Groups & Project Roles" and not "Project Roles only"