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If I change a comment's visibility from "internal" to "public" will the user be alerted?

Evan Gilner

Hi, I just ran a new automation that I set up to transition a bunch of tickets from one status to another. I also configured Jira to automatically leave a comment with each of those tickets to alert users of the status change. However, I forgot to check the option 'Share with customer' before I published and ran the automation. As there is no way to 'undo' an automation that I'm aware of, I was hoping that editing the visibility of the comments from the automation bot would then trigger an alert to the user, but I'm not sure.

Accepted answers

Angélica Luz

Hello Evan,

Thank you for reaching out to Atlassian Community!

Testing on my local site, I added an internal comment, and after a while, clicked to Edit and selected the “Reply to customer”, the notification was sent.

With this said, if you edit the comments and select to share with them, they will receive the notification.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

All comments

Angélica Luz

Hello Evan,

Thank you for reaching out to Atlassian Community!

Testing on my local site, I added an internal comment, and after a while, clicked to Edit and selected the “Reply to customer”, the notification was sent.

With this said, if you edit the comments and select to share with them, they will receive the notification.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

Evan Gilner

Thank you very much Angélica! That answers my question 🙂

Howard Nedd_60zquy

Is it possible the other way around? So set an internal comment to public via automation?

Angélica Luz

Hello @Howard Nedd,

Thank you for reaching out to Community!

When using the automation, you can add a comment and set its visibility, but it’s not possible to change the visibility of a comment that was already added.

The “Edit issue” action doesn’t allow editing a comment.

In this case, if the comment was added as an internal note, it will be necessary to manually edit the comment to change that.

Kind regards,
Angélica

Howard Nedd_60zquy

Thank you Angelica.

Amelie Levray

Hi, is there a way to change from internal to public via the python library? I've tried comment.update(is_internal=false) but this is not working.

Regards.

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