Tickets evaluation

[Faisal Alnusir]

how to prevent users from opening new tickets if old tickets wasn't evaluated.

just option will enhance filling the customer evaluation

[Shiva Kumar Hiremath]

Hello @Faisal Alnusir ,

you can have Transition screen and add the fields which captures feedback and use validators to those fields,so that user will not be to close the ticket without providing feedback.

Thanks
shiva

[Harshit Grover]

Hi @Faisal Alnusir , 

You can do it through Jira Automation Rule :

1. Make sure you have a custom field (e.g., "Customer Evaluation") where users provide feedback on completed tickets. If it doesn’t exist, create one.

2. Navigate to Automation Rules in your Jira Project through Project Settings.

1. Create a New Rule:

   • Trigger: Select Issue Created (runs when a new ticket is created).
   • Condition: Add a JQL condition to check for unresolved evaluations:
     sql

     assignee = currentUser() AND resolution = Done AND "Customer Evaluation" IS EMPTY
     This checks for completed tickets without feedback.

2. Action:

   • Add a Send Email or Add Comment action to notify users about pending evaluations.
     
     
     "You have unresolved evaluations for completed tickets. Please provide feedback before opening new issues."
     Optionally, transition the new ticket to a status like Blocked.