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Prevent ticket updates on "Resolved" tickets

Edited

Hi,

I would like to stop my customers from being able to comment on "Resolved" tickets and send a message that say something like "The ticket is closed, raise a new one"

I have extensively researched this, but have been unable too find a suitable solution.

I can disable comments on a ticket of a certain status, by following the instructions here:

Solved: How can I prevent comments on a closed issue? (atlassian.com)

However when using this method, if the user replies on email to a "Resolved" ticket, because the correct permissions don't exist a new ticket is created!

I have also looked into using Automation, but the only trigger I can find is when ticket comments are updated, which is too late as I want to prevent ticket updates on "Resolved" tickets.

Is anyone able to recommend a way to achieve this?

Thanks

Barry

1 answer

2 votes
Jack Brickey Community Leader Dec 10, 2021

Hi Barry,

I haven’t tried this in a long time but may give it a shot in a little bit you may want to see if it works for you. 

use jira.permission.comment=denied in the resolved step. 

Please note that you also mentioned that you want to inform do use are attempting to comment to open a new ticket. The only way to do this is to allow them to comment and use automation to then respond immediately to the customer. I realize you mentioned this in your post and appeared not to want to do so, however, I feel this is the best solution personally.

Thanks for the reply.

The issue with this is, if someone replies to the ticket via email with the jira.permission.comment=denied setting set a new support ticket is created, presumably because the user no longer has the permissions to make an update to the original ticket.

Do you know if there is a way round that?

Thanks,

Jack Brickey Community Leader Dec 10, 2021

I do not. But isn’t that what you want anyway, them to create a new ticket vs. comment? Again, it seems the best solution is to allow comment but use automation to respond/redirect them.

No, not really. The new ticket creation is confusing at best. The title ends up being something like ITSD-100 RE: ITSD-99 Original Ticket Description.

Any comment the user has put is then out of any context.

The desired behavior, is when a customer replies to a closed ticket, the update is not made on the ticket and the customer gets and email stating the ticket is closed and to raise a new one.

Jack Brickey Community Leader Dec 11, 2021

That specific behavior isn’t possible today.

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