Restrict Comments for closed Tickets

[Sebastian Braun]

Hi all,

I hope you can help me. I´m looking for an option to restrict new comments for closed tickets - but only for external users, means Customer Portal users.

I´ve already tested several possibilities according to this manual: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/

- jira.permission.comment.denied.sd.customer.portal.only (value empty)

- jira.permission.comment.sd.customer.portal.only.denied (value empty)

jira.permission.comment.denied (value "sd.customer.portal.only")

But unfortunately, the result is always the same: Wether it´s restricted for all users (external and internal) or it´s open for all users. 

Do somebody know the correct syntax?

Thanks in advance.

BR Sebastian

[Kishan Sharma · Accepted solution]

Hi @Sebastian Braun 

Similar question was answered by @Yanty Ghani [ServiceRocket] on this thread which might be useful in your case. 

Perhaps you can allow only users in certain project roles eg "Service Desk Team" to be able to add comment:

Property Key: jira.permission.comment.projectrole.1

Property Value: 10118 <change this to the ID of the project role that can add comment>

[Sebastian Braun]

Hi Kishan,

thanks for the hint! Unfortunately it does not seem to work (or I made something wrong). By adding the property "jira.permission.comment.projectrole.1" with value "Service Desk Team" I get an internal server error.

Can you help here?

Thanks in advance.

[Kishan Sharma]

Hi Sebastian, have you setup the correct Property Value ?

For Property Value, you need to use the project role ID that you can get from https://<your_cloud_instance>.atlassian.net/secure/project/ViewProjectRoles.jspa. Just click on "View Usage", and get the project role ID from the URL, for example:

https://<your_cloud_instance>.atlassian.net/secure/project/ViewProjectRoleUsage.jspa?id=10118

Property Value: Project Role ID

For example, if the users that can add comments are in "Developers" project role, then use the project role ID for "Developers".

[Sebastian Braun]

Hi Kishan,

I was able to solve it in the meanwhile by using this property:

jira.permission.comment.group

Here I´ve just added an internal user group from our company.

This is working perfectly.

Best regards

Sebastian

[Kishan Sharma]

Hi Sebastian, 

Glad you got it working and thank you for the update! 😊