Prevent comment from unlicensed users

Question

We're running a service desk and I am looking for a way to disable comments after a certain amount of days.

The issue is, if I use jira.permission.comment.user - denied then the reporter can still comment on the issue either via email or from the portal.

I would like to disable that ability so the user will be need to submit a new request.

I would prefer not to run an automation that checks for a user comment after x amount of days then create a new issue from that because if they simply reply with a "Thank you" or something then it would need to be cleaned up.

Raynard Rhodes · Answer

The JQL shows that it's looking for issues currently in the status of closed,close. It's not looking to transition anything.

If an issue has been closed and not updated for 3 days...disable the comments for all except admins.

Petter Gonçalves · Answer

Hello Raynard,

I've never tried to set issue property with the own automation of JIRA, so I'm not sure how this is applied on the issue, however, I've checked that if you perform it in a workflow status and configure the automation only to move this issue for that status after the time you want, it should work.

Can you check if the steps I provided works for you also when the issue is created by e-mail or in the customer portal?

Raynard Rhodes · Answer

This is my current automation. It searches for issues that has not been updated in 3+ days and are in the closed, close status. (Don't mind the cron, I've been adjusting it to get testing results) Once it finds them it will change the property so jira-admins can comment but users cannot.

This does not stop users who submit the requests but does not have a software/service desk license, essentially our user population.