Adding request participants to a closed ticket

[Sarah Lim]

Hi, 

I noticed that the Request Participants field is hidden when a ticket has been closed. I am unable to revert the ticket status to add request participants as well.

Would like to know if there is any way to add participants to a closed ticket?

Thanks!

[Joseph Chung Yin · Accepted solution]

@Sarah Lim -

Welcome to the community.  In Jira/JSM, a field is not visible if it contains no value by default.  In your case when an issue is closed, it typically is locked down for editing.  However, you can modify your WF for your project, and modify the "status" property to allow editing.

Here is link (even thought it if listed as for Jiraserver), but the concept will be the same on WF properties - https://confluence.atlassian.com/adminjiraserver071/workflow-properties-802592825.html

To edit WFs in your project -

1) Go to Project settings >> Workflows.  In the WFs listing, select the WF associated to your issue type which supports your request type and EDIT.

2) In the WF EDIT UI, locate your terminal status (i.e. CLOSED) and click on "View Properties"

3) In the status properties UI - add new property "jira.issue.editable" with value of "true".  Note - if you see an existing property of the same key, you will need to delete it first.

4) Ideally, you should also restrict who should be able to edit an "Closed" issues (i.e. Only administrators role members).  You can implement it by adding in another property key of "jira.permission.edit.projectrole.1" with the value of role's internal ID.  Example - Administrators role internal ID should be 10002. 

5) Publish the WF to activate the changes.

After you have done the above steps, you should be able to edit the issue and update the Requested Participants field.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Sarah Lim]

Thanks Joseph! Tried this method and it works. 

[Joseph Chung Yin]

@Sarah Lim -

Excellent.  Glad I can help you.  When you have a chance please click on "Accept Answer", so others can also see my answer provided the solution to your ask.

Best, Joseph

[Sarah Lim]

Yes, done!

[Lucas Modzelewski _Lumo_]

If ticket is closed and cannot be modified for some reason there is not much that can be done. However, check if it's not hidden in 'More fields' section - just to be sure.

If that's not the case, here are some ideas:

- add a new transition loop on closed issues, to fix/repair some issue data those loops can be used e.g. to set the resolution and can be configured not to send email updates to customer - as it not affecting the 'core' of the issue and its solution. You can do the same with request participants

- if those are reporters organization members, and you need to add them so that they can be aware of the ticket ... use the "organization" feature. It would allow you to 'share' even closed tickets to organization and even if those users leave their company it can still be shared with others without affecting issue data

[Sarah Lim]

Thanks Lukasz! Appreciate your help.