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Salesforce visibility mismatch for Jira comments and attachments

Salesforce visibility mismatch for Jira comments and attachments

Problem

When a Jira issue comment that includes an attachment is synchronized to Salesforce via Connector for Salesforce & Jira (Cloud), the visibility of the synchronized content in Salesforce does not align:

  • The Chatter post created for the Jira comment appears as "To: Internal."

  • The attachment is visible "To All" (Public/External).

Reason

This behavior results from how Salesforce records file/attachment events versus how the Connector posts comment content:

  • The Connector creates a Chatter post for the Jira comment and sets it as internal by default to protect support conversations.

  • Salesforce may generate a separate feed item for file uploads (Files/Attachments), which can be surfaced with "To: All" visibility independently of the original comment post. This creates a visibility mismatch between the comment text (internal) and the attachment upload event (public/all).

Solution

Enable "Create Salesforce Attachment as Files" in the Connector configuration. This changes how attachments are stored in Salesforce and prevents the creation of separate, public-facing attachment feed entries. As a result, Comment and Attachments shows up as To: Internal.

Implementation steps

  1. In Jira, go to Apps → Connector for Salesforce → Connections → Configure.

  2. Under Attachment Settings, enable the "Create Salesforce Attachment as Files" option.

  3. Save the configuration.

Enabling this setting changes how attachments are stored in Salesforce, which eliminates the extra "To: All" feed entry for the attachment upload. The Jira comment (including the inline attachment link) will remain as a single "To: Internal" Chatter post.

Additional configuration: Verify comment privacy

To ensure the text itself remains internal:

  1. In the same Configuration screen, go to Comment Configuration.

  2. Verify that Comment Privacy is set appropriately (e.g., All Comments or Private Comments Only depending on your Jira setup).

  3. The connector will now sync the comment as "Internal" and the file as a "File" linked to that internal post.