Comment to Customer When Resolving Issue

[Adam Clark]

For Jira Service Desk Cloud (Next Gent) is there a way for prompt the agent to add a comment to customer when resolving case. 

I can get them to update fields but not add a comment 

[Ste Wright · Accepted solution]

Hi @Adam Clark 

This isn't possible at the moment I don't think.

There are workflow rules you can apply to request types, but I don't see one for comment required. See a full list of workflow rules on this page.

I would vote/follow JSWCLOUD-17434 - you need validators like in Classic Workflows; these might be included when the new workflow editor is released?

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There might also be an alternative using Automation for Jira? Something like:

• If a request is transition to Completed...
• And no comment is added...
• Reverse the closure and...
• Add an internal comment / send an email, reminding the initiator to add a comment

^ I haven't tried to create this yet, but would something like this work for you?

This wouldn't stop the transition - it would just re-open the issue. If you did this, I'd advise turning off the customer notification "Request Done" and just having them notified when the final comment is added, so they don't see multiple closures.

Ste

[Jack Brickey]

There isn’t a way to require the user to comment during transition in NG projects.