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Is it possible to prevent service desk users from commenting using workflow properties?

Zaine Abaddin

Hi all,

I've been scratching my head about this one.

I can see from other posts that it's possible to prevent customers from making a comment on closed issues but I'm wondering if it's possible to prevent service desk users from making a comment whilst enabling customers to make a comment on closed issues.

I've tried jira.permission.comment.denied.group = service-desk-users but this does not seem to work.

Am I even approaching this the right way? can someone enlighten me on how I may achieve this?

Many thanks in advance for the support.

Accepted answers

All comments

Marc -Devoteam-

Hi @Zaine Abaddin

Is service-desk-users a group in your instance? If this is a group, then on the status closed (example)

Set a property as follows.

property: jira.permission.comment.denied - value: <required group>, role or user

Gor Greyan

Hi @Zaine Abaddin

Thanks for the question.

Let me try to explain it.

You are right, Jira's permission model is nuanced, and what you are trying to achieve is not directly configurable through a simple property like jira.permission.comment.denied.group

jira.permission.comment.denied.group = service-desk-users -
This is not valid ին Jira's standard permission system. Jira uses the Permission Scheme to control access, not global property exclusions per group. The Jira's jira.permission.* properties are for a specific advanced use case.

You can try to achieve you goal via this.

Use a combination of Workflow status properties and permissions.

1. Remove the Service Desk Team or the appropriate agent group from the Add Comment permission.
2. Leave only Customer-Portal access or a group/role for customers.
3. In the closed status of your workflow, add:

jira.permission.comment.group = customers

This will allow commenting only for the group or role you define when the issue is in that status.

Let me know if you have any questions.

Dilip_ybbekx

Hi @Zaine Abaddin

Please try the solution suggested on this page: https://support.atlassian.com/jira/kb/restrict-customers-from-adding-comments-using-workflow-properties/

Zaine Abaddin

just tried. seemed like a promising option. I've removed all other properties just to be sure but this sadly isn't working either. it just creates a new ticket when an email is sent by someone in the group given.

It just really seems like it's either everyone can comment or no one can.

Zaine Abaddin

Hi, thanks for the response. So youre suggesting removing service-desk-users from the comment permission for the project, then on the workflow properties set the property to service-desk-customers?

Will this not affect all other statuses too, meaning the service desk team will not be able to comment on anything across the project?

If so, this isn't what I am trying to achieve. I just need it so that they can't make any further comments or respond to customers once a issue is in any completed status.

Zaine Abaddin

It is and this is exactly what I've tried. Didn't work. I've tried using the ID and also the project roles too. none of them work. They all just end up creating a new ticket. Or if the group is able to comment, so can the service desk users.

it just seems like it's everyone can comment or no one can but there seems to be no way to enable only a certain group to be able or not able to comment.

I thought this would be a lot more straight forward lol

Anusha A

Hi @Zaine Abaddin

Thanks for your question on community.

If the requirement is to restrict comments on closed transition you can surely use below page -

Restrict comments on closed work items in Jira Cloud

However, if you want to restrict comments by role, we have a feature request with our product teams "under consideration" -

JSDCLOUD-9464-I want to disable internal and/or customer comments by role

While we'd appreciate saying this will be released soon, we're unable to give a timeframe for when this will be rolling out, as our product dev team will make an announcement on the above ticket directly. With that in mind, we encourage you to add yourself as a watcher of the feature request ticket to follow up on its progress, hit the “Vote" button, and provide any feedback you might have in the comment section (make sure you're logged into the system).