Hello,
I am not managing to block comments on 1 status, while it worked for another. The same exact transition permission was used => jira.permission.comment.user
Your help would be appreciated in figuring this out
The context
In my company, we do not want users to reopen an issue through a comment, as too often they accidentally reopen tickets by adding a comment to say thanks.
Instead they have to use a transition on the customer portal. However being endusers, they will forget and add comments to try to reopen an issue.
If an issue is considered resolved from ICT pov (JIRA resolution field is set), the issue no longer shows up in our teams their Queue, as there's no more followup to be done. This means the statuses "Resolved" and "Closed".
From "Resolved", a user can either reopen or close the issue using the transitions on the customer portal. If reopened the issue returns to "In Progress". If closed the issue is set to status "Closed".
To avoid user frustration from them trying to reopen a ticket, and us not being aware & ignoring their comments, the idea is to block user comments in the statuses "Resolved" and "Closed".
Maybe add a transition screen on top of the transition to reopen an issue.
The problem
I've managed to use block comments on issues with the Status "Closed" through the transition permission jira.permission.comment.user = denied
However, the exact same thing is not working for the status "Resolved".
The internet has failed me in helping to find the cause and a solution.
