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How can I prevent a customer from commenting a closed issue, but allow an agent to add an internal comment?

Davide Paleari

I would like to inhibit a JIRA Service Desk Customer from commenting a closed issue, but at the same time I would like that agents and collaborators are able to add internal comments on the closed issue.

I know that there is a step property in JIRA workflows called "jira.permission.comment.user" that can inhibit comments on that step. Unfortunally this would prevent from commenting not only the customers, but also agents and collaborators.

How can I get this?

Thanks, regards

Accepted answers

Udo Brand

Maybe you can try:

jira.permission.comment.projectrole.1=xxxxx

jira.permission.comment.projectrole.2=yyyyy

where xxxxx is the project role id of agents and yyyyy is the project role id of collaborators

see: http://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

All comments

Udo Brand

Maybe you can try:

jira.permission.comment.projectrole.1=xxxxx

jira.permission.comment.projectrole.2=yyyyy

where xxxxx is the project role id of agents and yyyyy is the project role id of collaborators

see: http://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

Peter Van de Voorde

Hi David,

You could try to add an extra transition called 'Comment' on the workflow that goes from the Closed status back to the Closed status but that's only availble for your internal users (you can do this using the conditions on the transition).

You now just need to add a screen with only a comment field on to the transition and you're done.

Best regards,

Peter

Udo Brand

That will definitely work!

Davide Paleari

No, I tried, but unfortunally if you set the jira.permission.comment.user to false for the closed step, then the comment is also inbhibited on the transitions starting from that step

Udo Brand

I had once a similar scenario with editing. So on the step had jira.issue.editable = false but could edit during a circular transition. You are sure you dont have that property in the transition as well?

Davide Paleari

Yes, this is the solution. Thanks, very much

Rose Sahagun

thank you for sharing! this worked I do not know if anyone can share any input on how to prevent a symptom of this change.

We have email requests enabled for our service desk - so now that we restricted commenting on closed tickets the system is creating a new ticket with the same informaiton.

Any idea on how to prevent that? Specifially if customers reply thanks we do not want to have duplicates that contain thank you in the description.

Hua Soon SIM [Akeles]

Hi Rose,

A possible solution might be having another status "Fully Closed" which restrict commenting.

Then add an automation rule to transit the "Closed" issues for more than 7 days into "Fully Closed".

David Webber_8fr2qo

Does one stop comments being logged via email on issues with 'Resolved' status though?

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