Importing comment via JSON ignore sd.public.comment property set when customer are the author as it will always set as Internal

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    • 12
    • Severity 3 - Minor
    • 6

      Issue Summary

      Based on Import Data from JSON documentation , JSM comment can be set as internal/public using the property key as below :-

      "properties":[{"key":"sd.public.comment","value":{"internal":"false"}}]
                        }

      Set to false for public , and true to internal. However , recently this doesn't work for comment author is a customer.

      It is best to ensure this property key works for both customer and agent account , as this will be challenging to creating the JSON data.

      This is reproducible on Data Center: (yes) / (no)

      Steps to Reproduce

      1. Create the JSON file with comment in it. Set customer as the comment author. Example as below :-
      {
  "projects": [
    {
      "key": "COLD",
      "issues": [
        {
          "attachments": [],
          "comments": [
            {
              "body": "Hi there,\n\nI’m sending an email because I’m having a problem setting up your new product. Can you help me troubleshoot?\n\nThanks, The Customer\n\n",
              "author": "qm:961db1b3-b0fe-4aec-bcee-d150cba5f606:a261d4d3-45e7-4bba-ba0d-b0c79de01981",
              "created": "2024-04-22T02:57:15Z",
              "properties":[{"key":"sd.public.comment","value":{"internal":"false"}}],
          "externalId": 1,
          "issueType": "[System] Service request",
          "summary": "SAMPLE TICKET: Meet the ticket",
          "assignee": "557058:f5380b84-1a25-4ab3-8d1b-2df461b67abc",
          "reporter": "qm:961db1b3-b0fe-4aec-bcee-d150cba5f606:a261d4d3-45e7-4bba-ba0d-b0c79de01981",
          "customFieldValues": [
                        {
                            "fieldName": "Request Type",
                            "fieldType": "com.atlassian.servicedesk:vp-origin",
                            "value": "cold/accountproblem"
                        }
                    ]
        }
        ]
        }
        ]
        }
      1. Go to External system import and import as JSON

      Expected Results

      Comment added as public

      Actual Results

      Customer comment added as internal

      Workaround

      For comment added as customer , change it to this format :-

      "comments": [
            {
              "body": "Hi there,\n\nI’m sending an email because I’m having a problem setting up your new product. Can you help me troubleshoot?\n\nThanks, The Customer\n\n",
              "author": "qm:961db1b3-b0fe-4aec-bcee-d150cba5f606:a261d4d3-45e7-4bba-ba0d-b0c79de01981",
              "created": "2024-04-22T02:57:15Z",
              "properties":[{"key":"sd.allow.public.comment","value":{"allow":true}}]
            }
          ]

      The property use for public comment by customer is :-

       "properties":[{"key":"sd.allow.public.comment","value":{"allow":true}}]
            }
          ]

      Notes

      The sd.allow.public.comment property can't be use for author is a agent for that project.

            Assignee:
            Unassigned
            Reporter:
            Atiqah Roslan
            Votes:
            1 Vote for this issue
            Watchers:
            6 Start watching this issue

              Created:
              Updated: