Automation set to add comment and Comment Visibility is Share with customer adding Internal comment.

Question

Hello,

I've implemented an automation to add a comment to the ticket, with the comment visibility set to "share with customer". However, despite this setting, the comment appears as an Internal Comment in the ticket once the automation runs.

The purpose of this automation is to update a comment and ensure that Jira emails the commented content to the relevant recipients.

Could you please confirm if this functionality is working as expected, or if there might be something I've overlooked in the automation setup?

Additionally, I've switched the Actor from Jira automation to one of the accounts and ensured appropriate access permissions are in place.

Looking forward to your insights on this matter.

Thank you.

Manne Kjærby - ProProces · Answer

No problem :-)

Did it work out?

Sufiyan M · Answer

Hi Manne,

Thank you for the warm welcome.

I've reviewed the access settings and noticed that the account had Jira service management access, but only as a customer, not as an agent. I've gone ahead and updated it to an agent role. Let's see if this resolves the issue.

Thanks for pointing it out.

Manne Kjærby - ProProces · Answer

Hi Sufiyan.

Welcome to the community :-)

The actor you are using, does it have a service management license?