I am trying to set up the automation rule - 'When a customer comments on a closed request reopen the request', to work for anonymous portal users, but the automation keeps failing and I'm told to check my permission settings (error image attached).
What permissions do I need to give anonymous users so they can trigger this automation (and is the permissions level 'public' that gives anonymous users permission)?
Welcome to the community. There is no anonymous access to Service Desk, as you've to have a contact to tell that the issue/bug/problem/request is solved. You cannot do this, if you don't know how to contact someone, as he is anonymous. What you can do, is allowing everyone to register himself in your service desk.
Based on my experience, it is highly not recommended to allow anyone (anonymous users) to re-open existing issues reported by others.
Here are links to permissions setup in JSM -
Hope this helps. Feel free to provide more information on why you want to create what you are trying to do. I will provide then able to provide you with further suggestions.
Thanks for this. Sorry, I've got my terms mixed up. The user I want to be able to re-open the request is the user who logged the request (so they aren't anonymous - we have their contact).
Do you have a suggestion of what permission I need to change to allow them to do this?
Thanks for your clarification. Please check who is the actor listed in your automation rule -
The Actor must be an user who have permission to access the issue. In our environment, we have a service account (who has the right to access all the JSM project's issues as an agent) to perform the rule.
Once you change the actor setup, your rule should work proper...
Here is an good article on https://community.atlassian.com/t5/Jira-Service-Management-articles/Reopen-ticket-with-automation-rule/ba-p/916601. NOTE - Legacy Automation has been phased out by Atlassian. Any project created after August 30th, 2021 will no longer showing the option for Legacy Automation. Legacy Automation has been replaced by the new Automation for Jira (enhanced/improved model). Here is a reference on Legacy Automation phased out - https://support.atlassian.com/jira-service-management-cloud/docs/what-is-legacy-automation//
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
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