Comments on closed tickets creates a new ticket

[Michal Ovadia]

Hi,

I implemented a restriction in our JSM project to disable commenting on closed tickets as described here: https://confluence.atlassian.com/jirakb/how-to-restrict-jira-service-management-customer-to-comment-once-the-ticket-is-closed-1116289104.html

The issue is that if a customer replies 'Thank you' on a closed ticket, a new ticket will be created.

Is there a way to prevent this?

Essentially, we don't need the email channel for submitting new tickets, but I do want customers to be able to reply to emails on open tickets.  Will it work to turn off the email channel in that case?

Thanks

[Mark Lind]

Not sure if it's super helpful, but I'd look into using some JQL {{comment.body}} startsWith "Thank" or something along those lines to try and get it to ignore those comments from creating the new ticket(s). We didn't go the route of not allowing any additional comments after an issue is closed, but we did create an automation that either ignores the comment if the reporter simply responds with 'Thanks' or the like, but will reopen the ticket if they begin their comment with anything else.

[Michal Ovadia]

@Mark Lind I'm considering this, for lack of better options.  Thanks so much for the suggestion!

[Marko Blagus]

Hello @Michal Ovadia

If you don't want anyone to comment on your issue if it's closed, you need to have property jira.permission.comment.denied on that status.

How can customer reply if you have this property on your status?

Best regards,

Marko Blagus

[Michal Ovadia]

@Marko Blagus Thanks for your response!

What you described above is actually what I did.

The problem is that now responses on closed tickets are getting posted as new tickets (as they can't be posted to the originals).

[Marko Blagus]

Yeah I realized that so I edited my comment, sorry.

I don't understand, how can customer add comment if you have that property?

Do you mean that customer can't comment so he opens a new issue?

[Michal Ovadia]

When an email comes in, Jira tries to match it to an existing ticket, and add it as a comment.  I assume that in this case, since the commenting is not allowed, and the comment cannot be added to the ticket, then a new ticket is created.