Is It Possible to Post JSM Comments as a Customer from Forge?

JSM Development
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1

Hi all,

Is there any way to post a comment from a Forge app on behalf of a customer?

  1. It looks like the “Create request comment” REST API is not available via Forge?

  2. The standard “Add comment” REST API works perfectly using api.asApp().requestJira, but the comments are posted under my app’s user profile. Unfortunately, api.asUser(customerId).requestJira is not working at all and returns the following error:

“PROXY_ERR: Forge platform failed to process runtime HTTP request - 401 - MISSING_OR_INELIGIBLE_USER”

Please let me know if you have any ideas on what to try next. Thanks!

2

Any updates here from Atlassian?

3

I think the first thing to clarify is that you’re using two different types of endpoints. The “add comment” endpoint you’re calling is designed for Jira users, not customer users in JSM.

Additionally, Jira Service Management doesn’t provide an API that allows Forge apps to add comments as a customer user. Because of that, your use case isn’t supported in the way you’re attempting it. The API you reference seems to be supported via API token.

The error you’re seeing (INELIGIBLE_USER) is therefore expected.

Your best option would be to add the comment as the app user and clearly indicate it’s on behalf of the customer, typically by referencing or mentioning the customer’s accountId in the comment.