We are facing this weird issue of the internal comments being sent out as Reply to customer.
Hi @Tshering Wangmo ,
In a JSM Cloud Premium environment, internal comments leaking to customers is typically caused by Notification Engine Overlap or Over-permissive Access.
The culprit is usually the Jira System Notification Scheme. Unlike JSM Customer Notifications, the system scheme does not respect the "Internal" flag.Quick Fix: Go to Project settings → Notifications and check if Reporter or Watchers are listed under the Issue Commented event.
Reporter
Watchers
If the suggestion from @Ollie Guan does not solve anything I'd look into any automation rules sending notifications.
You can open a work item for which a notification was sent and look at the automation runs for that specific item.
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