Within our service desk we use the Queue field to control which queue the ticket resides in. We have an problem where users are moving tickets between queues without adding a comment as to why. Whilst you could say this is a training issue, I was wondering if there is a way for Jira to force this behaviour?
Hi @Ed Parker,
There is no way to enforce a comment when a custom field changes. However, there is a feasible workaround to this.
Assuming that moving a ticket to a queue is part of your triage process, you could build this into your ticket workflow. When you make this part of a workflow transition, you can use a transition screen and a workflow validator to make sure a comment is filled out during that transition.
In a nutshell, the process would look somewhat like this:
Also, make sure that the custom field for triaging is not on the edit screens in your project. If it is, that would bypass the above workaround.
Hope this helps!
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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