Help Needed with Jira Automation Error: "Actor does not have permission to view one or more issues"

[Claire Mayer]

Hello Jira Community,

I'm encountering an issue with a Jira automation rule, and I'm hoping someone can help me figure out what's going wrong. Here's the setup for the rule:

Automation Rule Details:

• Steps:
  • When: The rule is triggered on All comments
  • Project: The project is set to "Team project (TES)"
    • Branch: For Linked Issues with the type "created by"
    • If Condition: Compares two values to check if {{comment.visibility.value}} equals Customers Visibility
    • Then Action: Add a comment to the linked issue
• Actor: User who triggered the event
• Scope: Global

Steps to Reproduce:

1. Issue TES-22 has a linked issue BSM-23 (Note: BSM is a Jira Service Management project).
2. A user comments on BSM-23 via the customer portal.
3. The automation rule is triggered and ends with the following error:
   • "Actor does not have permission to view one or more issues, or the issue was deleted (please check permissions and issue security levels): Comment (id:67615) for issue BSM-31 (id:33084)"

The Problem:

I want to prevent this automation rule from being triggered in this scenario, as the BSM project should make the condition inapplicable. While the error doesn't seem to have a functional impact (since no action should occur), something is incorrectly configured.

Question:
Do you have suggestion how can I solve this?

[Jim Knepley - ReleaseTEAM]

The user has permission to access the BSM project, do they have permission to access the linked TES project as well?

Assuming that it's a permissions problem, I think the most straightforward approach would be to give appropriate (and minimal) project permissions to a new, dedicated user and use that as the actor on the rule.

[Claire Mayer]

The user is a Jira Service Management Portal-only access. He doesn't have Jira Software access, so no project permissions.

I also don't want it to be "jira automation" as i'll lose the benefit of the automation i'm trying to configure.

[Victor Law]

Hi @Claire Mayer

Welcome to the community.

Based on the error provided, it is clear that the customer who commented on the BSM project does NOT have permission to browse or view the linked TES Jira project.

In this case, you may resolve the issue by updating the actor user to someone with permission to browse and edit the BSM and TES Jira projects.

Thank you.

[Claire Mayer]

The actor is the JSM portal user. I cannot grant him the access needed.
I tried conditions to trigger the rule only for some users, but still without any success.
Also triggering it with only 1 project doesn't work, as the linked issue is in another project.

[Marc - Devoteam]

Hi @Claire Mayer 

Does the role scope need to be global, you could change the scope to the project only.

Or you could branch on JQL (issueLinkType = "created by" and project != BSM)

[Claire Mayer]

The user only has access to the Jira Service Management Portal and lacks Jira Software access, so they don't have the necessary project permissions.

I prefer not to use 'jira automation' as the actor, as that would compromise the benefits of the automation I'm trying to implement. I need a solution that doesn't involve changing the actor.