Comment visibility not properly updated when created by an automation

Tarik Ljouad

Hello All,

I am currently trying to set an automation that handles a certain usecase where the ticket has to be closed upon creation. My workflow involves a mandatory comment before resolving the tickets. 

I tried adding a comment in the transition and it works perfectly fine. But the comment visibility is always set to Public, even though my automation is set to make an internal comment. Below is a snipet: 

{
"update": {
"comment": [
{
"add": {
"public": false,
"body": "Ticket automatically resolved upon creation"
}
}
]
}
}

Andy Heinzer

Hi Tarik,

I understand that you are trying to use automation in Jira Cloud in order to add a private comment on an issue during a transition.  However I believe that the syntax you are using here appears to be specific to Jira Service Management projects (e.g. "public": false)  JSM has a different means to handle private/public comments than the rest of Jira does.  

That said, I believe I found a way to do this in both Jira Software and Jira Service Management projects using automation.

 

For Jira Service Management projects:

Instead of trying to make a comment in the transition that is private, try creating a separate action to add a comment to the issue first as a separate action.  When using the add a comment action in automation within a JSM project, there are different options presented and you can choose to make it public if you like, but in this case you can just leave that checkbox unchecked:

This approach can work.  But it is slightly different than trying to add a comment at the exact moment of the transition itself using the advanced json input of the More field.  If that is a concern here let me know, perhaps I can investigate further, but the problem I have come across here is that transitions of this nature do not always have complete access to the manner in which JSM handles internal versus public comments.  So it might not be possible in the current automation to manage this.  Strangely enough the Legacy Automation appears to be able to do this.

 

For Jira Software and Jira Core type Projects (Company managed):

There are a few things to check before making this work. JSM does this differently than other Jira project types. In my own automation action rule, under the transition action, there is the More options section where I entered the value of:

{
"update": {
"comment": [
{
"add": {
"body": "Thanks for raising {{issue.key}}.",
"visibility": {
"type": "role",
"value": "Developers"
}

}
}
]
}
}

 

In this case, my project has a role called Developers, AND I had to edit the rule details to make sure that this automation rule was had an Actor value of my account and not the Automation for Jira account.  This is because in order to make that kind of comment on the issue, you need to use a user account that is a member of that role.  Right now this Automation for Jira user account does not seem to be something you can add to that project role.

Once this was setup in this manner, I found that triggering this automation rule would correctly transition the issue and add that comment so it was only visible to users in the Developers role, like so:

Does this help?  Please let me know.

Andy