Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Creating comments on servicedesk portal with scriptrunner


Hello! I'm trying to create comment on servicedesk portal with scriptrunner via workflow postfunction. Problem is that this comment don't become visible on Service Desk portal, and visible only on "browse issue" screen. Can anybody help ? 


 Here is code:


import com.atlassian.jira.user.ApplicationUser;
import com.atlassian.jira.issue.MutableIssue;
import com.atlassian.jira.issue.IssueManager;

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.util.json.JSONObject

String messageToAdd = "We got your request and will answer you ASAP";

final SD_PUBLIC_COMMENT = "sd.public.comment";
def properties = [(SD_PUBLIC_COMMENT): (new JSONObject(["internal": false] as Map))];

ApplicationUser johnGalt = ComponentAccessor.getUserManager().getUserByName("jhon.galt");
log.warn("Getted user is " + johnGalt.getName());

ComponentAccessor.getCommentManager().create(issue, johnGalt, messageToAdd, true);

1 answer

This has been extracted from Adaptavist documentation, modified it a little and tested in the Script Console and it works:

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.util.json.JSONObject

final SD_PUBLIC_COMMENT = "sd.public.comment"

def commentManager = ComponentAccessor.getCommentManager()
def issueManager = ComponentAccessor.getIssueManager()

def properties = [(SD_PUBLIC_COMMENT): new JSONObject(["internal": false])]
commentManager.create(issue, user, "mi comentario", null, null, new Date(), properties, true)


@Cristian Rosas [Tecnofor] It is works from script console. Also it works from postfunction, when you manually press on transition button. 

But when you attach this postfunction to automatically passing workflow step ( for example on "create issue transition" or to some step that passes automaticaly wirh scriptrunner on some conditions) it creates internal comment, that is not visible on servicedesk script. 

@Evgeniy Buturlia This is because possibly the user who creates the comment is not an agent, that is, a user of the service-desk-agents group.
I tried the following script and it worked in a "create issue transition":

import com.atlassian.jira.issue.Issue
import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.issue.comments.CommentManager
import com.atlassian.jira.user.ApplicationUser
import com.atlassian.jira.util.json.JSONObject

final SD_PUBLIC_COMMENT = "sd.public.comment"

def issueKey = issue
def userManager = ComponentAccessor.getUserManager()
def CurrentUser = userManager.getUserByName("sysbot") as ApplicationUser // Test user, sd-agent
CommentManager commentManager = ComponentAccessor.getCommentManager()
def comment = "My external comment." // Comment

def properties = [(SD_PUBLIC_COMMENT): new JSONObject(["internal": false] as Map)]
commentManager.create(issueKey, CurrentUser,comment, null, null, new Date(), properties, true)

@Jose Carlos Nieto 

This will now work, because when script runs from a non-servicedesk agent user, it can'not add comment with visibility level "public", even if comment user is servcedesk agent. 

To make it work you need add this code before  "commentManager.create(...)":



Where "sysbot" is user with servicedesk agent permission. 

@Evgeniy Buturlia i try and doesn't work. But i changed last argument of method to "false" and script add public comment.


commentManager.create(issueKey, CurrentUser,comment, false)


I wonder if this is correct

Comment manager creates comment from CommentUser BUT it run's from current loggined in user. If current user can not post puclic comments, it will not be able to create public comment. 


Last argument is responcible for dispatching event. You may read about it here :

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

223 views 0 6
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you