Automation for Jira not posting comments as public comments

Zeerak Khurshid

Hello, 

Our organization is currently running Jira Service Management on Data Center (v9.4.11/5.4.11). I am trying to use Automation for Jira to post a publicly comment on a ticket coming in from a form on the customer portal. The automation is saved and published with the "Share with customer" option selected (as seen in Fig 1), and the comment is posted, but it is posted internally (as seen in Fig 2).

Figure 1: share with customer option selected

 

Figure 2: Internal comment

 

Anyone else having issues posting public comments in JSM Data Center? I understand in JSM Cloud there was an issue that has been fixed now and allows for public and internal comment options in the form of a dropdown menu.

Cheers!

Zeerak Khurshid

Hello all, 

Atlassian advised that this issue is due to the user who's running the rule not having JSM agent access to the application. 

They also provided some helpful links for more context:

https://confluence.atlassian.com/jirakb/automation-rule-posts-private-comments-instead-of-public-comments-1236599502.html

https://confluence.atlassian.com/servicemanagementserver/collaborate-with-other-jira-teams-on-jira-service-management-issues-950813501.html