I would like to inhibit a JIRA Service Desk Customer from commenting a closed issue, but at the same time I would like that agents and collaborators are able to add internal comments on the closed issue.
I know that there is a step property in JIRA workflows called "jira.permission.comment.user" that can inhibit comments on that step. Unfortunally this would prevent from commenting not only the customers, but also agents and collaborators.
How can I get this?
Maybe you can try:
where xxxxx is the project role id of agents and yyyyy is the project role id of collaborators
thank you for sharing! this worked :) I do not know if anyone can share any input on how to prevent a symptom of this change.
We have email requests enabled for our service desk - so now that we restricted commenting on closed tickets the system is creating a new ticket with the same informaiton.
Any idea on how to prevent that? Specifially if customers reply thanks we do not want to have duplicates that contain thank you in the description.
You could try to add an extra transition called 'Comment' on the workflow that goes from the Closed status back to the Closed status but that's only availble for your internal users (you can do this using the conditions on the transition).
You now just need to add a screen with only a comment field on to the transition and you're done.
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