Comments locked on status Closed - Reply via email

Question

Hi there,

We run Jira Service management, server,  and when a ticket is in Closed status, we have set up propriety to close the comment section (jira.permission.comment.user denied)

but what if there are customers that create tickets via email, and if we close a ticket, and they reply again by email, their reply won't be caught as the comments are closed.

- we want to create another ticket and link it back to the original one - closed - or at least send them a pre-defined message like "Hey this ticket is closed and can't be replied to, please create another ticket" - anything will do in my case.

Is this possible?

Albert Manuel · Answer

@Pramodh Mexactly, so i was thinking at a way of at least informing the user - like hey this issue is locked - submit another ticket....but couldn't find a solution yet.

Pramodh M · Answer

FYI

Here's a ref link

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Any-way-to-add-quot-Reply-quot-to-comments-in-JIRA/qaq-p/1276457

Pramodh M · Answer

Hi @Albert Manuel

Basically, your "Comment added" event will not be triggered when you restrict with permission to add the comment.

In that case, we will need to look at another way when we need to trigger the email to be sent to the user...

Thanks,
Pramodh