I am using a Jira webhook to automate some functionality when a user submits a new ticket, a part of this automation is replying to the ticket via a comment to inform the user work is being done, my problem is that the user is not able to view the comments that are being sent, even though as an Administrator I can see they are being created.
I am using the Add comment API for Node.js and the majority of the example code provided, I have a feeling this has something to do with the visibility, however I have tried changing the visibility from Administrator to Service Desk Customers and users are still unable to see the comments.
All I want to achieve is being able to push a comment to a ticket from the REST API and having any users on that ticket being able to view that comment.
Thank you for reaching out to Atlassian Community and for sharing the details of your issue.
The API documentation that you shared is for Jira Cloud and it applies for Software and Business projects, but since you are using Service Management, there is specific documentation for that.
The visibility for Jira Software and Core tickets are different. On Service Management there is an option to make the comment public, that will be visible in the customer portal for customers, agents, and admins, or make it internal that will be visible for agents and admins.
Please, check the documentation below and use the "Create request comment" endpoint:
Hello @Dan Barber
looks like the permission for customers is not set correct. Did you check if Customers are allowed to see all internal and external comments?
The Service Desk Customer is able to see at least the issue right? (browse project)
This might be the second problem: internal / external comment.
We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan. &nb...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events