Locked (internal) Comments are Being Seen by Customer

David DeLorenzo

We have created a Project automation rule in JIRA service desk, when ever a comment is added in the customer portal the comment is seen in the ticket plus in a cloned ticket on the clients project, and when ever a comment is added in the cloned ticket the comment is added in the parent ticket and also sent to the customer.

This automation is working fine however when in Jira Software (client projects) and a comment is "locked" for a specific role is it writing back to the Service Desk ticket and that is not our desire.

Sam Harding

Hi @David DeLorenzo 

Can you share your rule configuration here so we can get a better picture of how your rule is set up? If I am understanding your scenario correctly, you are wanting to set the visibility of a comment being generated by your rule, based on the visibility/locked status of a triggering comment. Unfortunately, having conditional logic on a Comment action's visibility is not possible, but having your rule set up may provide some extra context which could possibly uncover a work around here.

Cheers

Sam