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How to create a user-facing message when they try to necro a ticket?

josh.luttrell February 23, 2024

Background: We have an automation that transitions Resolved tickets to Closed after 2 days of inactivity and the Closed status itself has the Property Key jira.permission.comment.denied set to true.

 

Problem: Both of the above are working perfectly but when I tested this on a ticket to see the user experience within the Atlassian Assist app in Slack, we found that there is no user-facing notification that this is a Closed ticket and they need to open a new one, just silence.  However in the ticketing channel for agents, we get the below error message on the ticket thread indicating that there was an attempt to update the ticket.

 

Error from Jira when saving comment: You do not have permission to create public comments on this issue

 

Are there any options for us to flip this so that the error is visible to the user, or better yet is there a way to customize this to direct them to open a new ticket? Right now we can follow up with them directly when this occurs but as a small team we really don't have the resources to micromanage necro tickets like this.

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