Locked (internal) Comments are Being Seen by Customer

[David DeLorenzo]

We have created a Project automation rule in JIRA service desk, when ever a comment is added in the customer portal the comment is seen in the ticket plus in a cloned ticket on the clients project, and when ever a comment is added in the cloned ticket the comment is added in the parent ticket and also sent to the customer.

This automation is working fine however when in Jira Software (client projects) and a comment is "locked" for a specific role is it writing back to the Service Desk ticket and that is not our desire.

[David DeLorenzo]

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[Sam Harding]

Hi @David DeLorenzo 

Can you share your rule configuration here so we can get a better picture of how your rule is set up? If I am understanding your scenario correctly, you are wanting to set the visibility of a comment being generated by your rule, based on the visibility/locked status of a triggering comment. Unfortunately, having conditional logic on a Comment action's visibility is not possible, but having your rule set up may provide some extra context which could possibly uncover a work around here.

Cheers

Sam

[David DeLorenzo]

[Sam Harding]

Hi @David DeLorenzo 

Which of those rules is the one in question? Is it the 'Copy comment between linked issues'? Can you open up that rule and share with us the configuration of the rule components?

Cheers

Sam

[David DeLorenzo]

[Sam Harding]

I see! If this is what your rule is doing, then there is a way to do what you are wanting.

In you 'Linked Issues' branch, you can add an Advanced Compare condition to check that '{{comment.internal}} equals true'. Then in that 'If' statements branch, put your Add Comment action, and and ensure the 'Share with customers' option under 'More options' is not selected.

Then after the first Advanced Compare condition, have another the check the '{{comment.internal}} equals false'. In this if's branch, duplicate the Add Comment action, this time selecting 'Share with customers' option.

I believe this should solve the problem for you. I hope it helps!

Cheers,

Sam

[David DeLorenzo]

Does the "Internal Comment" also cover the Project level tickets that are being linked to does not have the "ADD Internal Comment" function but uses the locked and unlocked functionality as shown here.

[David DeLorenzo]

It appears that the way we set this up per your recommendations kept every comment on internal tickets from copying over to service desk, not just the "locked ones" as we had wanted.