Fix Automation Rule Posting Private Comments in Jira Cloud

Summary

Automation rules may post comments internally instead of publicly, even if set to "Share with customer." Ensure settings are correct.

Diagnosis

Once the automation rule has been triggered and marked as successful from your Automation Logs, the comment is posted as internal, and the portal-only customer users cannot view it from the Portal.

Cause

This is because the Actor of the Automation rule doesn't have access to the Jira Service Management product.

Solution

You can either change the rule's actor to an existing one with Jira Service Management access or add product access to the Actor.