How to solve customer can comments on closed jira ticket

Question

Once the ticket is closed, the service desk still allows the customer to enter comments and cause an SLA breach in jira project. Please note that I had to change the ticket status from Incident to Problem to stop the SLA (check the history) as, once the ticket is closed, I cannot make any changes to it.
how we can solve this issue?

Roel Janken_ktohgm · Answer

I already answered my own question.

Please check https://confluence.atlassian.com/jirakb/how-to-restrict-jira-service-management-customer-to-comment-once-the-ticket-is-closed-1116289104.html

Roel Janken_ktohgm · Answer

For me this didn't work.
I added the key to the property field in the workflow in the transition where the Closed status was defined. I saved the updated workflow and tested the flow. 
It failed.

What am I doing wrong or forgetting?

Mark Segall · Answer

Hi @adas1 - You can add a property to your Closed status in the workflow:

* Key: jira.permission.comment.denied
* Value: (Leave Empty)

This will prevent anyone from adding comments when the status = Closed