Automated Comment Turning to Internal Only

[A_J_ Apple]

When a customer submits a request in the JSM portal, after it goes into the JSM project queue, it gets cloned to a Jira Software project for the developers to work on. I have an automation rule set up so that when a comment is made in either project, it gets synced to the other. However, when someone comments on the Jira Software project, it gets added to the JSM issue automatically as an internal note, even though my automation is set to have it share with customer.

Does anyone know why it's showing up as an internal comment when automation posts it?

[Simmo]

Hi @A_J_ Apple,

That selector can be a little funny and I'm not sure that it was designed to work with both project types. Having said that, for the Service Management Projects drop down can you choose Internal and then choose Share with customer again? And leave the Software and Business projects alone?

Save it and then see if that resolves your issue. If not, best to raise an issue with support so that we can look at it in greater depth.

Cheers,

Simeon.