Set comment to public via automation

[Howard Nedd]

In your instance we use both JIRA & JSM. 

When a comment is placed on a Jira story we want the comment to be cloned towards the Service desk issues that are linked to the JIRA story. We managed to do so via automation but we are not able to set that comment to public. When the comment is cloned it is set to internal which loses it goal. The goal is to make it visible for the reporter/customer. Is this possible. Attached, the rule that I have created via automation. Is this possible?

[seMoose · Accepted solution]

Under "more options" you can set checkbox "Share with customers"

Do you set the rule in the Jira-Software Project or in the Service Managment Project? Is this a Project rule or a Global rule?

Maybe the actor (see Rule details) doesn't have a servicedesk license?

best regards

[Howard Nedd]

Hi Reini,

Thank you for your reply. Under more options these are the current settings. 

As for the trigger actor, that is me and I am an admin of both instances:

The rule is set to global.

Any idea what is going wrong here?

With kind regards,
Howard

[seMoose]

I do miss the checkbox ;)

[Howard Nedd]

Hi Reini,

That's correct. So how do I add the checkbox? Are you on Cloud? I am on server.

Can't seem to add it anywhere.

[Bill Sheboy]

Hi @Howard Nedd 

Have you tried another browser to see if the checkbox is present?  I recall seeing some other questions which suggested that when the checkboxes or radio buttons disappeared in automation rules.

If the checkbox is still missing, I suggest asking your site admin to submit a support ticket: https://support.atlassian.com/contact/#/

Best regards,

Bill