Is it possible to make a comment required on cancellation of a ticket in the portal?

[Jeremy_Rampe]

I am looking to close a gap when our users cancel a request, we would like them to provide some more context as to why they are cancelling.  

IS it possible to make this a required comment? 

[Maciej Latt _Deviniti_]

Hi @Jeremy_Rampe ,
Unfortunately, JSM doesn't natively support making a comment required during a transition, especially from the Customer Portal. Even if you set up validators or post-functions as @Susan Waldrip suggested, they only apply to transitions performed by Agents, while these features are ignored on the Customer Portal side.

However, there is a way to achieve your goal with a third-party plugin. I'd suggest taking a look at Actions for Jira Service Management, which offers a Workflow Actions feature. With this, you can require a comment when a customer performs a transition between statuses.

Additionally, you can add other fields for them to fill out during the transition — like a custom dropdown field for cancellation reasons, allowing customers to select from pre-set options. This might help you gather more detailed feedback from users. Simply requiring a comment field alone can sometimes lead to entries like a single period, which might not fully capture the insight you're looking for.

I'm part of the team developing Actions for JSM, so if you decide to give it a try and have any questions, feel free to reach out — I'd be happy to help!

[Susan Waldrip]

Hi @Jeremy_Rampe, in addition to @Dan Breyen 's suggestion, you might try using a Post-Function in your workflow (depending on how you've set up your Cancel capability). Here's one of our workflows with a Cancel Request transition, the Cancel Ticket Screen has the comments field and the Post-Function is how I made that field required:

Hope this helps!

[Susan Waldrip]

I just re-read your initial post, this may not work from the portal so you'll have to test it. If it doesn't, sorry!

[Dan Breyen]

Hi @Jeremy_Rampe sounds like a great idea! I took a look on Atlassian's Jira site and found this ticket which I think is your request.

Feel free to vote for and watch it for future updates.

Hope that helps.