One customer shared that he can't add comment to the tickets closed. Sharing some background. Hopefully it can give you some clue to share your insight.
Thanks everyone!
1) the ticket was created by the customer through email channel
2) the customer was in the project "people and access", but his mail address column is blank.
3) channel access under project settings is OPEN
4) global settings of Portal access was set as Allow customers to create accounts.
Community moderators have prevented the ability to post new answers.
I would look at the properities in the status transition for jira.permission.comment.denied
Many people do this intentionally as they would prepfer once the ticket is closed that the customer simply open a new ticket.
Thanks Robert.
I got latest update from customer that he made a mistake to give feedback by clicking the stars in the mail. Actually JSM would open a page in browser then the customer has to click on the starts again to give feedback. This is not intuitive I have to say.
But the good thing is that is not a problem.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Recommended Learning For You
Level up your skills with Atlassian learning
Learning Path
Get the most out of Jira Service Management
Solve customer problems efficiently and deliver outstanding service experiences.
Learning Path
Adopt ITSM practices to deliver exceptional service
Become familiar with the principles and practices that drive ITSM. Then, learn how to configure and use Jira Service Management to implement them.
Atlassian Certified Associate
Jira Service Management Agent Essentials certification
Prove you know what's essential to providing efficient and resolution-focused service in Jira Service Management.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.