block a customer from editing issue status closed.

[Jorik]

I am trying to automate our ticket flow and make sure the SLA's we are trying to maintain are correctly measured and maintained. I am however stuck on a problem i cant seem to solve. I use Automation to update tickets when we receive a comment/ reply from the reporter and I am happy with this. I have made several workflows connected to several issue types and they all work great so far.

I am however stuck on the fact that customers keep replying to tickets with completely unrelated issues/ questions and replying weeks after I have "resolved or canceled" the issue. This completely breaks the SLA figures and over time can create issues with a jumble of information that is or is not related with each-other. 

So i started trying and testing to create a issue status that simply blocks all customer replies by email or portal to update or add to the issue. But, when the customer does email by replying, creates a new issue. 

I have made an automation command to "close" tickets after 7 days of inactivity and a couple of other parameters like certain status and exclude certain issue type. And this status "closed" is the end of the road. (No way back, by design)

However emails send by the reporter as a reply to our last email concerning this ticket still adds the comment therefor not solving anything. And customers can also still add comments through the portal. When these emails are sent in this scenario I want Jira to create a new issue and completely block customers from adding to tickets with status "closed".

Something tells me this should be possible because i cant be the only one that wants this. I just cant figure out how. Please help.

(still rather new with this)

[Rachel Wright]

Hi @Jorik , I don't think I have the entire solution to your problem, but the first thing I would try is to see what the impact is of disallowing editing on the final workflow status.  I've used this many times in Jira Software but haven't tried it yet with the intricacies of Jira Service Management.

To try it, open your workflow for editing and click on the "View Properties" link for your final status.

Next, add the “jira issue editable” property to the final status and set the value to “false.” 

Documentation for this property and others is here: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties

Things to test:

• What happens to the reply email messages when editing is disabled?
• Is the customer also prevented from adding comments in the Customer Portal?
• Are there other unintended consequences?

Please let us know if this gets you any closer to the solution you're after. If not, maybe someone else from the Community can contribute a better idea to try next.  :)

Thanks,

Rachel Wright
Author, Jira Strategy Admin Workbook

[Jorik]

Dear Rachel,

Thank you for the time you have taken to reply.

I have tested and re-re-retested this with different values. But I Am afraid that comments can still be added by servicedesk employees and customers alike. Also the issue can stil be edited from inside the issue. It can not be edited from the queue but all restrictions seem to be lifted once i open the issue. Don't think that should be happening but it really does. Other ideas?

[Rachel Wright]

Hi @Jorik , I tested this in Jira Cloud and you're right, I was still able to edit issue fields. Yuck!  I'm guessing it has something to do with the inline editing feature. 

I was able to block field editing with the "jira.permission.edit.denied" property instead, however, comments are not blocked, so I think is of limited use for your situation.

While I was clicking around, I found this related suggestion: "Automation: spawn new ticket from customer comment on closed/resolved/done ticket" here: https://jira.atlassian.com/browse/JSDCLOUD-1883  It was opened in 2015 however.

There only other idea I can think of is a manual one.  When an closed issue is replied to, manually close it, create a new issue on behalf of the customer, and link the two issues together.  Sorry I don't have a better idea for you to try!

[Jorik]

Dear Rachel,

Thank you again. I have found the suggestion. But since its age im not holding my breath ;-). Thank you for your time none the less. 

[Jorik]

Update from my side.

I have actually made a possible workaround with automation rules. I could use some help to perfect this rule if at all possible.

Changes I have made.
Status "Closed" has no active transitions making it an effective "end of the road"
Created a new Rule that does the following.

1. Trigger: When comment is added
   1. Condition: When status equals "Closed"
2. Action: Then: Create a new Issue
   1. In Same Project as trigger.
   2. Issue Type : Support request
   3. Fields to set
      1. Summary - I use a standard text line since i can change it after i read the comment.
      2. Linked Issue  - relates to - trigger issue
      3. Reporter - Copied - from trigger issue

I Would REALLY like to set 1 more field with the following value.

**Description - Copied - trigger comment**

I have not been able to find a way to copy the comment that triggers the event to be copied into the description. So if someone can help me do that then I think I'm all set with an effective workaround.