Disable comments for closed tickets, but enable internal comments

[Anna Wouters]

HI all,

I implemented something to disable commenting on closed tickets (I added property jira.permission.comment.user = False to the Closed status). This also means internal comments are disabled.

Is there a way to add another property to still enable this?

Thanks in advance :) 

[Yanty Ghani [ServiceRocket] · Accepted solution]

Hi Anna,

Perhaps you can allow only users in certain project roles to be able to add comment:

Property Key: jira.permission.comment.projectrole.1

Property Value: 10118 <change this to the ID of the project role that can add comment>

Hope this helps.

[Anna Wouters]

Hi Yanty,

Thanks for the tip! I am playing around with this now, but did not manage to make it work yet. I will keep trying! 

[Yanty Ghani [ServiceRocket]]

Try by using "Service Desk Team" project role. This means that the agents can add comments in the ticket, but customers won't be able to.

[Anna Wouters]

Ahhh it worked now! I entered the project role ID incorrectly, but now I have it right and it works!

Thanks so much Yanty!! 

[Yanty Ghani [ServiceRocket]]

You're welcome. Glad it works :)

[Jakub Szymanski]

@Yanty Ghani [ServiceRocket]  Hi Yanty, I need your small help, i have added this as:

Property Key: jira.permission.comment.projectrole.Service Desk Team

Property Value: 10118 <i have added project id for users that should have permission here)

But it is still blocking permission for everyone. Can you help me here? I'm not sure if i used property key correctly.

[Yanty Ghani [ServiceRocket]]

Hi @Jakub Szymanski ,

For this, you need to set Property Key exactly like this

Property Key: jira.permission.comment.projectrole.1

And for Property Value, you need to use the project role ID that you can get from https://<your_cloud_instance>.atlassian.net/secure/project/ViewProjectRoles.jspa. Just click on "View Usage", and get the project role ID from the URL, for example:

https://<your_cloud_instance>.atlassian.net/secure/project/ViewProjectRoleUsage.jspa?id=10118

Property Value: Project Role ID

For example, if the users that can add comments are in "Developers" project role, then use the project role ID for "Developers".

Hope that helps.

[Jakub Szymanski]

@Yanty Ghani [ServiceRocket] 

Many thanks, that was what i was looking for. You are the best!