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Closed issue notification


My use case it the following,

  1. Once a ticket is closed, if a customer comments on the ticket, none of the service desk agents, watchers should receive any notification. 
  2. Instead, a comment that the ticket is closed and that the user needs to open a new ticket should be commented sending notification only to whoever commented on the ticket.

I've tried using properties, automation, but nothing really satisfies both requirements. Please support. 

1 answer

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Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 15, 2023

Hi @Amali welcome to the Atlassian Community!

Why don't you deny comments on a closed issue via a workflow property instead?

Hi @Dave Mathijs

Thank you for the first suggestion. 

We decided not to do that. Because if our customer replies through email, Jira creates a new issue for the comment which would be confusing both for the customer and our agents. So, we would like to avoid that.

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