How to block a customer comment on a ticket in "resolved" or "closed" status?

unknown

Hello,

In our contractual SLA, the customer are not allowed to reopen a ticket and they must have to open a new ticket. It is due to the fact that a lot of them ask several questions on the same ticket instead of create one ticket per questions. Our traceability is not correct and it generate for my team a lot of work to explain the customer they don't have to do this. 

How can I do to block a customer to add a new comment a ticket already in status resolved or closed ? 

How can I allow a new comment only if the customer click on the button "reopened" when the status is in resolved but block the reopening when the ticket is in closed status ?

I want to use Automation for Jira for Jira service desk. 

Thank you a lot for your help. 

Béatrice

Payne

In your workflow, on any status for which you do not wish to allow comments, add a property named jira.permission.comment.denied with a value of '' (empty string).

Regarding reopening, this is dictated by your workflow transitions. If you wish to allow reopening from the Resolved status but not from the Closed status, create a transition from Resolved to ____ (In Work, etc.), but do NOT provide a transition from Closed to that status.