Enforce Comments on Customer Resolvement

Question

We allow our customers to resolve the tickets from the Portal page.

However, we only receive a "Resolved" or "Cancelled". Can I somehow enforce a comment field, that I know WHY they want to close it?

Firstly, it would be good to know, secondly to prevent accidental closure.

Kate Pawlak _Appsvio_ · Answer

Hi @Christian Sprenger,

If you're looking for some workaround, you can try our Feature Bundle for Jira Service Management. With this app, you can define a custom field to collect this feedback and the Status field to make a transition by the customer. Of course, this app provides more features.

My another idea for workaround is creating an automation: when someone changed the status, add a comment "Please provide in the comment the reason of your decision". Maybe it can encourage customers to leave some comment after making a change. It's not the best option but I was trying to find some workaround which can help 🤔

Christian Sprenger · Answer

Thank you Kris.
I'll just add the DC Link https://jira.atlassian.com/browse/JSDSERVER-4922

So we'll just wait for 5-6 years to be considered.

I thought there may be a workaround but then so be it.

Thank you anyway and have a great day.

BR
Christian

Kris Dewachter · Answer

Hi @Christian Sprenger ,

Unfortunately, this is not possible with the default functionality.

There is a request at Atlassian to make this possible - https://jira.atlassian.com/browse/JSDCLOUD-4922

Best regards,

Kris