nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

How do we make comments mandatory upon ticket resolution?

Alison Files

When a tech is getting ready to resolve an issue we want to make it mandatory that they add a comment in the resolution pop-up box. Is there a way to do that?

Accepted answers

Petter Gonçalves

Hello Alison,

You can use Validators to implement this functionality:

Navigate to your project > Project Settings > Workflows > Click to Edit your Workflow

Select the last transition of your workflow and click Validators:

Screen Shot 2018-10-24 at 17.46.19.png

Then, add the Field Required Validator to the last transition of your workflow, selecting the field comment:

Screen Shot 2018-10-24 at 17.46.47.png

P.S: You should also have a screen with the comment field in the last transition of your workflow.

For more information, check the documentation below:

- Advanced Workflow Configuration

Thomas B

Hello - I would recommend creating a 'Screen' with the Resolution field populated and integrating that into the specific workflow. This will allow a screen to pop-up with a comments field for users to type a comment before resolving an issue.

Go to JIRA Administration > Issues
Go to Screens > Add screen - create a name for your screen (my name is Comment Screen) and add the field "Resolution" to the screen
Go to Workflows > Click Edit on the workflow you want to comment on when transitioning to 'Done' status
Click on the transition from your last status into your completed status and click edit
In the Screen option, select the screen we just created and click save
Publish the workflow
Try to transition a issue into the completed or resolved status.

Hope this is somewhat useful.

Thanks

All comments

Petter Gonçalves

Hello Alison,

You can use Validators to implement this functionality:

Navigate to your project > Project Settings > Workflows > Click to Edit your Workflow

Select the last transition of your workflow and click Validators:

Screen Shot 2018-10-24 at 17.46.19.png

Then, add the Field Required Validator to the last transition of your workflow, selecting the field comment:

Screen Shot 2018-10-24 at 17.46.47.png

P.S: You should also have a screen with the comment field in the last transition of your workflow.

For more information, check the documentation below:

- Advanced Workflow Configuration

Alison Files

I've seen that article but when I go to add validator I don't get the available fields drop down list. This is what I see:

Petter Gonçalves

Hello Alison,

Are you using JIRA Server or Cloud?

There is an add-on called JIRA Suite Utilities that provide the validator I mentioned. It's added by default to JIRA Cloud, however, this add-on is paid on the Server version.

If you are using JIRA Server, you can install the add-on in the link below:

JSU - Suite Utilities for Jira

Alison Files

We are using Jira Server. I will look into installing the add-on. Thanks for the help!

Thomas B

Go to JIRA Administration > Issues
Go to Screens > Add screen - create a name for your screen (my name is Comment Screen) and add the field "Resolution" to the screen
Go to Workflows > Click Edit on the workflow you want to comment on when transitioning to 'Done' status
Click on the transition from your last status into your completed status and click edit
In the Screen option, select the screen we just created and click save
Publish the workflow
Try to transition a issue into the completed or resolved status.

Hope this is somewhat useful.

Thanks

Alison Files

This was very useful - thank you. The issue has been resolved.

Maximilian Grabmayr

thanks. it helps to set it up. is there any change to configure whether the "respond to customer" or "internal comment" are selected as standard in the comment section?

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

jira

jira-administration