Jira Service Management Comment automatically set to Internal at Resolve state

Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.

Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Summary

Problem

At Jira Service Management , when an agent resolved an issue and added a comment , automatically the comment set to Internal . Supposedly , the permission is Public .

Diagnosis

Environment

  • Jira Service Management 2.5.8

Diagnostic Steps

  1. Create a Service Management issue ticket .

  2. As an agent , Resolve the ticket and add a comment.

  3. Comment automatically set to Internal.

Cause

At Step properties for the Service Management workflow , have additional property.key configured . The property.key name jira.permission.edit.user.1

Solution

Resolution

  1. As the system administrator, press ‘g’ + ‘g’ , key in Workflows .

  2. At Jira Service Management IT Support Workflow generated for Project XXX , click Edit.

  3. Then, click on Resolved.

  4. Then, click at View Properties

  5. Delete, jira.permission.edit.user.1 property key.

  6. Go back to the workflow, click Publish Draft.

Updated on April 8, 2025

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