Synced comments are not shown as public ones

[Mario Barbaric]

Hi all,

we have software project and service project. We created action automation which copy and creates a clone story from JSM to Software. 
Our flow we try to follow is this:
- copy and create clone story from JSM to Software project
- work from software project by adding comments and sync existing comments from JSM to Software project
-whether agent or non-agent user comments, goal is to show that comment as "public" for users who rasied request via JSM.
-if there are attachments added or image as comments in software project, that needs to be synced too.
Issue is - even though we share comments as public with customer and branch ruled with both related projects with  "Type of related issues* (required)=Linked issues" and "link types=clones", comment is not shown as public (shows as internal note). we are testing with a user who is not an agent. Works for agents though.

Furthermore, how should I set up and attachment to be synce as well. Noticed that does not work too.

Please advise here. Many thanks in advance!

[Clara Belin-Brosseau]

Hello @Mario Barbaric

I understand what you’re trying to do is to clone issues from JSM to Software and sync comments and attachments between the two. In that case, Automation can surely do it but it might be complex to implement. I can suggest trying our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check the guide here.

The app is for free during 30 days (and it stays free under 10 users).

[Mario Barbaric]

Hi Clara,

Thanks for offering a possible solution!

However, I'm looking for alternative without pricing. 

Do you have any suggestions?

[Clara Belin-Brosseau]

I've looked into what you've done and according to me, if the comment visiblity is well set on "Share with customer" and if it's done by an actor with a JSM license, well identified has an agent for this JSM portal, it should work...

Sorry, I don't think I have another solution for you here, as I said Automation can be really tricky sometimes when it comes to cloning and syncing :)

[Mario Barbaric]

Many thanks Clara!

For agent works and for non-agent shows "internal note" comment.

That refers me to my last question. If possible, is there a workaround to showcase as public only for non-agents?