Automation rule posts private comments instead of public comments

Summary

When you have multiple automation rules or a single one that should fire a public comment based on your trigger configured, sometimes it could get posted as internal comments instead of a public one even if from the "Comment Visibility" section of the "Comment on issue" action is set to "Share with customer" for the automation rules.

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 does not 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.