JSM Automation - Customer Visible not posted in Customer Comment

[Emery Manayan]

Hello All,

Previously, our automated response was working normally, however, right now we are experiencing some issues. The acknowledgement should be visible to customer comment but it is not showing now in customer comment field, see below:

[Emery Manayan · Accepted solution]

Disregard this question - I was able to figure out - Thanks everyone!

[Sanjog Sigdel]

Hi @Emery Manayan Can you share the answer on how you solved it? Any screenshot or answer would help the community for future reference.

[Emery Manayan]

Sure.

Our Settings says that only the "Service Desk Agent" will have an access to use the "Reply to Customer".

Our acknowledgment automation has a specific actor set - "Service Delivery Team".  Last week, we did a clean-up of the role and unfortunately, we removed the "Service Desk Agent" role from that actor. We set it back to the correct role and the automation is working normally now.