How do I make comments from linked tickets visible to customers in the portal

[Tony Jacob]

I have automation set up so that comments from a linked Jira software project will get copied a Jira Service Management project. This works both ways where the comments made from the customer portal or the ticket itself will get copied into the linked Jira software ticket.  My issue is that even though the comments are duplicated in Jira Service Management, they don't look like they are tagged as "reply to customer" comments so they don't show up in the Customer portal. 

Is there a way to do this so I can have back and forth communication with customers for issues being worked in Jira Software without having to go into Jira Service management?

[Tony Jacob · Accepted solution]

I was able to resolve this issue.  I recreated the automation logic in the Jira Service Management project vs. previously I had created it in Jira Software.  

From Jira service management, I was able to update comment visibility to "share with Customer" and now I am able to have back and forth communication

[Thibaut Subra _Elements_]

Hello @Tony Jacob 

We have developed an app that will simplify your work if you don't mind using third parties.

With Copy & Sync, you can copy and synchronize tickets between JS, JSM and the customer portal with just one recipe. The main advantage is that the person commenting on Jira Software doesn't need to have a licence to have his comments synchronized on JSM and displayed on Customer Portal.

We have a documentation if you want a quick overview of what can be done, but Copy & Sync can do a lot more.

You can try our app for free (free under 10 users or we have 30-Day trial), feel free to take a look and let me know if you have any questions!

Regards

[Davy Evrard YORO]

Hello Tony hope you are well

I’m struggling to make my comments from Jira software appear in JSM. Can you tell me how you got there please? I did a automation rule but it seems not to work

[Dave Rosenlund _Trundl_]

Welcome to the community, @Davy Evrard YORO  👋

This thread is more than 1-yr. old, and much has changed in that time.  Plus, it's going to be difficult for English speakers/readers to diagnose your issue, given your screenshot is in French.  

My suggestion is to start a new thread in the Atlassian en français! group. 

Hope this helps,

-dave

[Davy Evrard YORO]

Thanks dave