We have the default "transition on comment" rule enabled in our service desk (version 3.8.1). If the customer adds a comment using the portal the issue status is not immediately updated; the status set by the automation rule isn't visible until the user refreshed the portal.
This sounds like a bug we had in Jira Server that had been fixed:
I see your Service Desk version is 3.8.1, but can you just confirm with me your Jira Server version itself?
You can also try the workaround here:
Run the workflow check - check workflow current step entries in the integrity checker, this will show that there are issues which require fixing:The current step associated with the workflow entry with idxxxxx has an incorrect stepId.
Use the Fix button and JIRA will fix the issues directly in the database.
Let me know if you have any trouble!
Inline comment field as opposed to what - via email? Just for clarification.
At any rate, can you try tailing your Atlassian Jira logs and then have your customer user make the comment, and see if anything there looks suspicious? Please share with us if you do.
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