Workflow Properties, restrict external comments, but allow internal comments

Question

Due to agents not properly changing status on tickets and leaving tickets in the open status before working on them and responding to customers. We have implemented new workflow properties for all tickets in the "Open" status whereby preventing agents from commenting on tickets in the open status and responding to customers.

We are allowing both the reporter and the request participants to add comments in the event they need to add additional information into the ticket.

However, I need to allow the agents to put in internal comments. Is there a workflow property I can add that will allow internal comments for tickets in the Open status.

I was referencing this page for documentation: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/

Jeffrey Bistrong · Answer

thank you for the suggestion, but that won't work because we have required fields for the transition, and the team may not always fill in the required fields

Els Bassant · Answer

Hi Jeffrey,

There maybe circumstances that prevent this, but instead of limiting when you agents can add comments, would it not be easier to create an automation that automatically transitions a ticket when an agent posts an external comment?