How to prevent close request without answer?

[Aleksandr M]

Hello!

I have created a project and added users.  But Jira-user can make a request as Done without answering to external-user.

How to prevent make request as done without an answer?

[John Funk]

Hi Alex - Welcome to the Atlassian Community!

I am afraid I do not understand your questions completely. Under what circumstance should a user not be able to move an issue to Done? 

Typically, you will edit the Workflow and then Edit the transition to the Done status to place conditions or validators on the transition to prevent the transition based on certain factors. 

[Aleksandr M]

1 - external-user write question by email
2 - Jira get the message and create a request record 
3 - Jira-User should answer to this request after that change to request to done 

But Jira-User can make it done without answering to request.

I want to my Jira-User always answering to users.
If they not answering they not possible to close request (make it done)

[John Funk]

So, I am not 100% following still, but I think I am closer now. 

!. External User sends and email to a particular email address

2. That email then automatically creates a ticket in Jira.

3. A person in your company fixes the problem

4. But before the person marks the ticket Done, you want the person to respond to the external user first.

If all of that is right - how should the user notify the external user - by responding with a comment on the Jira card which should email the user? Or some other way?