customer can't add feedback

[Qiang He]

One customer shared that he can't add comment to the tickets closed. Sharing some background. Hopefully it can give you some clue to share your insight. 

Thanks everyone!

1) the ticket was created by the customer through email channel

2) the customer was in the project "people and access", but his mail address column is blank.

3) channel access under project settings is OPEN

4) global settings of Portal access was set as Allow customers to create accounts.

[Robert Nadon]

I would look at the properities in the status transition for jira.permission.comment.denied

Many people do this intentionally as they would prepfer once the ticket is closed that the customer simply open a new ticket.

[Qiang He]

Thanks Robert. 

I got latest update from customer that he made a mistake to give feedback by clicking the stars in the mail. Actually JSM would open a page in browser then the customer has to click on the starts again to give feedback. This is not intuitive I have to say.

But the good thing is that is not a problem.