How do I restrict the number of tickets a customer opens?

[Nicholas Torres]

Hello,

I want to see how I can restrict the number of tickets a client can open? My organization provides different pricing structures for clients based on the number of tickets they can open. Has anyone successfully implemented this within their Jira instance? I ideally want to provide an automation reminder to the client letting them know they have x number of tickets they have left to open and then stop them from opening up tickets once they reach their maximum allotment of tickets.

I greatly appreciate any assistance that is given!

Sincerely,

Nick

[David Fischer · Accepted solution]

Hi @Nicholas Torres ,

on Jira Cloud, you won't be able to prevent customers from creating new requests - that would require a Workflow Validator on the Create transition, and Cloud validators are restricted to what Jira expressions support - and they don't support running a JQL search, which is what you'd need.

However, what you could do is use a JMWE Transition Issue(s) workflow post-function to automatically check if the customer has exceeded their maximum number of requests and transition the request to a "Rejected" status, while adding a public comment (which will send a response to the customer).

[Nicholas Torres]

Hi @David Fischer , thank you for your comment. I am going to check out JMWE to see how to use this to resolve the business problem we are trying to solve. Again, grateful for this community!

Nicholas

[Juan Manuel Ibarra · Accepted solution]

You can use an addon that allows you to validate when creating the number of tickets for that customer and if it exceeds the amount, return an error message.

Regarding the second, that same add-on I could have a postfuction when creating the ticket that I send you an email or a comment indicating the rest based on that same SQL.

Both functions can be achieved with JMWE or with Script runner.

Probably with the Jira Automation as well but it can be a bit more complicated

[Nicholas Torres]

Hi @Juan Manuel Ibarra

Thank you for your response. Do you currently use an add-on to do something like this? Is it JMWE that you use? I tried with Jira Automation but as you said, it is not as intuitive as I thought. I look forward to hearing from you!

Nick

[Juan Manuel Ibarra]

The two add-ons JMWE and Script runner for Jira are just as powerful and will allow you to do just that.

JMWE is a bit easier to use because it is not 100% code.

You can download the trial version and implement the solution, if it works as you expect you can definitely buy it.