Automation: "comment issue" no public visibiltiy option

[Quentin Hayot]

Hi,

I'm trying to add a comment to a JSM issue through an automation with a public visibility.
My problem is that the visibility list only contains the "Internal" option.

Does anyone know why and how I can get the "Public" option in this list?

[Joseph Chung Yin · Accepted solution]

@Quentin Hayot 

CC: @Mikael Sandberg 

After my previous posting on this question, we went ahead and filed a support request with Atlassian Support team.  Based on our case, they were able to reproduce the bug issue with the product and created the bug case with their development team.

As suggested by @Mikael Sandberg Please add yourself as a watcher of the bug case to receive any updates in the future.  In the bug case, there is an workaround for now -

• tto click in the field and scroll within the field to select two options:  Internal Only or Share with customer.

Hope this helps.  If this helped you, please click on Accept answer when you have a chance, so others with similar questions will see this posting is answered with solution.

Best, Joseph

[Mikael Sandberg]

Have you tried to expand Comment Visibility and then scroll down? It looks like an update to automation caused an UI issue with the drop-down...

[Mikael Sandberg]

There is bug reported on this that you can go and add your vote on, AUTO-914 

[Joseph Chung Yin]

@Quentin Hayot 

Cc: @Mikael Sandberg 

FYI - Atlassian has fixed the problem with my reported issue with the Automation action of "Comment on issues" - Comment Visibility scroll option listing.  Users will no longer have to apply the workaround solution anymore.  The dropdown box is now working as expected.

They have released to all customers in the Cloud env.

Best, Joseph

[Zeerak Khurshid]

Hello all, 

I'm facing the same issue in JSM Data Center. Anyone else facing this issue in Data Center? 

[Joseph Chung Yin]

@Zeerak Khurshid -

What is the problem?  In Data Center, if the "Share with customer" is not checked, then the comment action executed in automation rule will make the comment as "Internal".  If it is checked, then the comments added via the comment action is treated as "Public - Shared with Customers".

Best, Joseph

[Zeerak Khurshid]

Hi Joseph, 

Thank you for your reply. 

The issue is that even with the "Share with customer" option selected, the automation is still posting the comment as an Internal comment. The rule is switched on and is Published, but is still being posted as an Internal comment.

[Zeerak Khurshid]

I would also like to add that the User that runs the Automation is used for other Automations (legacy) and posts comments publicly. 

[Joseph Chung Yin]

@Zeerak Khurshid -

What version of Jira/JSM data center env that you are running on?

Best, Joseph

[Zeerak Khurshid]

9.4.11/5.4.11

[Joseph Chung Yin]

@Zeerak Khurshid -

Very odd.  You need to contact Atlassian Support (https://support.atlassian.com) for further assistance.

Best, Joseph

[Joseph Chung Yin]

@Zeerak Khurshid -

I would also recommend you to create a new question in the community forum instead of using this current one to discuss of your issue with Data Center automation rule.

Best, Joseph

[Joseph Chung Yin]

@Quentin Hayot -

I would recommend you to contact Atlassian Support (https://support.atlassian.com) on the issue where the "Share with customer" option is no longer showing up in the automation for Jira action - Add comment.

It looks like they have created a bug for the Automation for Jira product.  We are seeing it too in our env.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.