We have a requirement when we want user to provide a comment before closing/cancelling a ticket. For each issue we have two options - Add internal note/Reply to customer. We want to make Reply to customer field mandatory.
Is this possible in next gen JSM project?
Hello @Shruti Sharma,
Thank you for reaching out to Atlassian Community!
In next-gen service projects, it’s not possible to add a validator on a transition to make a field required. One of the reasons is that it’s not possible to configure screens, so since no screen shows when closing a ticket, it’s not possible to add required fields.
On the workflow, it’s possible to add rules to transitions, but the “Update request field”, “Remind people to update empty fields” and “Check a request’s field” don’t have the option to select “Comment”.
With this said, it would be necessary to use a classic project in order to add a validator to the transition to make sure agents adds a comment before closing a ticket.
If the purpose of the comment is just to inform the customer that the ticket was canceled, for example, a canned response, you can use automation to add a comment.
If the comment that the agent would add is unique depending on each case, then the way to “force” this would be using a validator on the workflow that is available only on classic projects.
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