Incorrect Request error when using JMWE create new issue post function in Cloud

[Esther Strom]

I'm trying to create a new issue on a specific transition. One of the parameters is to add a comment to the existing issue that's only visible to the jira-software-users group (this is a custom service desk workflow; we don't want customers to see the comment.)

I keep getting the following error (seen in the transition's post function screen, no error being displayed to me as an end user). "Incorrect request: {"commentLevel":"Group level visibility has been disabled."}

Here's the setup, and the detailed log. Anyone have any ideas what is causing this and how to fix it?

[2019-03-19T17:01:34.240Z] ERROR: mwec/4 on b7a168de-e83f-4ce4-b55b-87aaa59b2d3e: Incorrect request: {"commentLevel":"Group level visibility has been disabled."} (userName=estrom, clientUrl=https://mysite.atlassian.net, postFunction=CreateIssueFunction, postFunctionId=ea320f87-ac59-45ba-a5be-36c745738777, msgType=workflow-error, requestId=9c519a9b-ca37-43e4-bfad-81ad7a9a2238, during=post-function-execution, userKey=estrom, issueKey=PHSD-32, clientKey=<key>)
transition: {
"workflowId": 12096,
"from_status": "Open",
"transitionId": 21,
"to_status": "Escalated to Developer",
"transitionName": "Escalate to Dev",
"workflowName": "Customized Workflow for PHSD"
}
--
request: {
"body": "{\"body\":\"Automagically created SM ticket on escalation.\",\"visibility\":{\"type\":\"group\",\"value\":\"jira-software-users\"}}",
"href": "https://mysite.atlassian.net/rest/api/2/issue/PHSD-32/comment",
"impersonate": "estrom",
"method": "POST"
}
--
error: {
"code": 400,
"name": "Error",
"fields": "{\"authentication\":104,\"triggering\":10,\"queue\":2,\"delay\":2020,\"execution\":1864}",
"detail": {
"errors": {
"commentLevel": "Group level visibility has been disabled."
}
},
"codeString": "400",
"message": "Unexpected response: 400"
}
--
configuration: {
"comment": "Automagically created SM ticket on escalation.",
"conditionalExecution": false,
"restrictToGroup": "jira-software-users",
"project": "SM",
"fieldActions": "{\"summary\":{\"action\":\"copy\"},\"description\":{\"action\":\"copy\"},\"customfield_10032\":{\"action\":\"set\",\"value\":\"10\"},\"customfield_10064\":{\"action\":\"set\",\"value\":\"Maintenance/Support/Lights-On\"}}",
"copyCommentToNewIssue": false,
"restrictToInternal": false,
"selectedLinkType": "outward:10102",
"issuetype": "10002",
"commentAsType": "currentUser",
"navigateToNewIssue": false,
"runAsType": "currentUser"
}

[David Fischer · Accepted solution]

Hi Esther,

it's a global Jira setting, nothing to do with JMWE. It's on the General Configuration admin page.

[Esther Strom]

Thank you! I wouldn't have thought to look there. Just out of curiosity, do you know if there are any detrimental effects to enabling comment visibility for both groups and project roles?

[David Fischer]

No idea :(

[Alethea Villa]

In case someone needs a more specific answer to the error "Incorrect request: {"commentLevel":"Group level visibility has been disabled."}, here's what worked for me. "

As David mentioned, you have to change the Global Jira setting. 

1. Go to Administration > Settings 
2. Under the "System" section, go to "General Configuration"
3. Under the "Options" section, find "Comment visibility"
4. Change Comment visibility from "Project Roles Only" to "Groups & Project Roles"