Help Needed with Jira Automation Error: "Actor does not have permission to view one or more issues"
Asked by Claire Mayer:

Hello Jira Community,

I'm encountering an issue with a Jira automation rule, and I'm hoping someone can help me figure out what's going wrong. Here's the setup for the rule:

### **Automation Rule Details:** {#toc-hId--2145585072}

* **Steps:**
  * **When:** The rule is triggered on **All comments**
  * **Project:** The project is set to "Team project (TES)"
    * **Branch:** For Linked Issues with the type "created by"
    * **If Condition:** Compares two values to check if `{{comment.visibility.value}}` equals `Customers Visibility`
    * **Then Action:** Add a comment to the linked issue
* **Actor:** User who triggered the event
* **Scope:** Global

### **Steps to Reproduce:** {#toc-hId-341927761}

1. Issue **TES-22** has a linked issue **BSM-23** (Note: BSM is a Jira Service Management project).
2. A user comments on **BSM-23** via the customer portal.
3. The automation rule is triggered and ends with the following error:
   * `"Actor does not have permission to view one or more issues, or the issue was deleted (please check permissions and issue security levels): Comment (id:67615) for issue BSM-31 (id:33084)"`

### **The Problem:** {#toc-hId--1465526702}

I want to prevent this automation rule from being triggered in this scenario, as the BSM project should make the condition inapplicable. While the error doesn't seem to have a functional impact (since no action should occur), something is incorrectly configured.

**Question:**   
Do you have suggestion how can I solve this?


Answers:
author: Jim Knepley - ReleaseTEAM
body: The user has permission to access the BSM project, do they have permission to access the linked TES project as well?

Assuming that it's a permissions problem, I think the most straightforward approach would be to give appropriate (and minimal) project permissions to a new, dedicated user and use that as the actor on the rule.

comments: author: Claire Mayer
body: The user is a Jira Service Management Portal-only access. He doesn't have Jira Software access, so no project permissions.

I also don't want it to be "jira automation" as i'll lose the benefit of the automation i'm trying to configure.


author: Victor Law
body: Hi [@Claire Mayer](/t5/user/viewprofilepage/user-id/5579894)

Welcome to the community.

Based on the error provided, it is clear that the **customer** who commented on the **BSM** project does NOT have permission to browse or view the linked **TES** Jira project.

In this case, you may resolve the issue by updating the **actor** user to someone with permission to **browse** and **edit** the **BSM** and**TES** Jira projects.

Thank you.

comments: author: Claire Mayer
body: The actor is the JSM portal user. I cannot grant him the access needed.  
I tried conditions to trigger the rule only for some users, but still without any success.  
Also triggering it with only 1 project doesn't work, as the linked issue is in another project.


author: Marc - Devoteam
body: Hi [@Claire Mayer](/t5/user/viewprofilepage/user-id/5579894)

Does the role scope need to be global, you could change the scope to the project only.

Or you could branch on JQL (issueLinkType = "created by" and project != BSM)


author: Claire Mayer
body: The user only has access to the Jira Service Management Portal and lacks Jira Software access, so they don't have the necessary project permissions.

I prefer not to use 'jira automation' as the actor, as that would compromise the benefits of the automation I'm trying to implement. I need a solution that doesn't involve changing the actor.


Tags: cloud

jsm