Closing ticket without solution

Question

Hello, I am creating a tool to report problems only within my company. I'm looking for a solution so that a ticket can't be closed without a response to the customer, and so that a ticket can't be closed without filling in the problem resolution field

Using FREE Jira service management and app Helpdesk for ms teams :)

Stefan M_wwwxfs · Answer

thank you for submitting the solution. i have one more question. I want to add a new text field on the agent's side in which he should enter the solution to the problem. Unfortunately the validator doesn't see this field and I can't make a rule so that the ticket can't be closed without completing this field.
I set this new field as text.

Petter Gonçalves · Answer

Hello @Stefan M

Thank you for reaching out.

For company-managed Jira projects, you can add the field required validator to require specific fields to be filled in a specific transition. There's only a single limitation:

The field validator does not have an option to enforce the visibility of the comment, so your agents will still be able to bypass the validator by adding an internal comment (not visible to the customers).

To avoid that limitation, you can use another field to properly send the "final comment" to resolve the issue, so the visibility will not be a problem. Following this suggestion, you can use the steps below to properly set the field required validator in the resolve transition of your workflow:

* Navigate to your project > Project Settings > Workflows
* Click to edit the relevant workflow
* On diagram mode, click in the resolve transition of your workflow > Validators:

* Add the field required validator, selecting the field you want to be required
* Don't forget to publish your workflow draft

Additionally, we have the following feature request to consider the implementation of the visibility option in the field required validator:

Comment Visibility Option In Field Required Transition Validator

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

You can check the documentation below for more details about Jira workflows:

Configure advanced issue workflows

Let us know if you have any questions.