Copy comment from Portal to jira software ticket

[Nicolas Rigaill]

Hi everyone and happy new year !

I'd like to set an automation that copy comment entered by customer on a portal to a linked (jira software) ticket.

As for now, I succeed in copying comment from one ticket to another, but it doesn't work when the comment is entered at customer portal level. 

Does anyone have any idea ? 

Thank you,

Nicolas

[Rebekka Heilmann _viadee_ · Accepted solution]

Without testing it on my instance my best guess is, that author.displayName doesn't work for external comments, as the "Author" is the customer and doesn't have a displayName?

Have you checked the Audit Log?

[Nicolas Rigaill]

Hi,

When the comment is entered in the portal, everything seems to work as expected (see logs attached), but the comment is not copied in my targetted issue

[Rebekka Heilmann _viadee_]

Yeah, i understand.

What I meant was the Audit log of your Automation rule: What is the automation audit log? | Cloud automation Cloud | Atlassian Support

You can see if anything failed and - if you add the "Log Action" to your automation and just put in the{{author.displayName}} - you will see in the Log what that Smartvalue returns

[Nicolas Rigaill]

Sorry, I forgot to attach the right log screenshot ....

[Nicolas Rigaill]

Hi,

Finally I found the solution, I just had to uncheck this box ...

[Rebekka Heilmann _viadee_]

Aaah. Tricky :D glad you found it and thanks for letting me/us know!