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Suppress Comment Prompt

AJohnston February 19, 2024

Is there a way to suppress the prompt for comment when a customer transitions a ticket? I've seen more than a few requests about making it required, but not about suppressing the pop-up altogether.

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Joseph Chung Yin
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 19, 2024

@AJohnston -

Can you clarify what you mean by Customer transition an issue?  I am assuming you are referring to the Portal UI?

Typically, transition of an issue via the workflow, if there is a pop-up transition window associated with the transition, then "Comments" will away show up by default.

Please advise, so we can assist you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

AJohnston February 19, 2024

Yes, when in the portal UI. The comment box appears even when there is no other field to be changed.

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 19, 2024

@AJohnston -

Thanks for your updates.  Based on my experience and knowledge, it is not possible to hide the comments pop-up when customers transition the issue via the portal at this time.  It is a default behavior of the JSM.

You can contact Atlassian Support (https://support.atlassian.com) to obtain further assistance if needed.

Sorry.  If my suggestion helped you, please click on "Accept answer" button when you have a chance, so others with similar asks with see this posting as an answered one in the community.

Best, Joseph

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