How can I set up Automation to ensure Reporter cannot move the status from 'Open' to any other?

[Sohail Manik]

I was trying to set up an automation for Reporter to not to allow transition status from 'Open' to any other Work in progress status without first leaving a comment to customer . Can someone help me with the solution here also I am notable to add reference to Reply to customer as jira doesn't allow to do so.

[Tansu Akdeniz]

Hi,

Automation doesn't work like a validator. It is triggered after the event/transition is completed. You can only use the automation rules to make post-transition reminder.

You should instead add a validator in the workflow to make the fields required.

Also, check out this ticket waiting on Atlassian side: Allow JSD to make comment required on transition in Customer Portal.

[Sohail Manik]

Thanks!

[Marc - Devoteam]

Hi @Sohail Manik 

By default the reporter is the customer, if the issue has been raised by the customer on the portal.

A customer can't transition an issue on the portal, unless you have set this in the workflow.

If the reporter is an Agent, then restrict it in the workflow as mentioned by @Tansu Akdeniz