Is it possible to force users to add a comment when closing a ticket in a team managed project?

[Coryval25]

Trying to work with a team managed project (I want company managed but am stuck with team for now) and one of the biggest issues I am running into with it at the minute is not being able to add meaningful transition conditions to the workflow. 

So, is there any way (I fixed one through automation) to make it so that the users have to put a comment when closing the issue? I don't mind how convoluted it is, but any suggestions would be an amazing help!

[Helen Rastetska]

Hi @Coryval25 ,

The following algorithm may be helpful to resolve your issue:

1. Open Project Settings
2. Navigate to Request Types
3. Select needed Request Type at the left-hand panel
4. Click "Edit Workflow" button
5. Find a transition from neede status(-es) to Closed status and select it
6. The Transition panel will appear at the right side
7. Click "+" button in RULES section
8. Select "Remind people to update fields"
   
   
9. Select desired field in "Remind people to update these fields" and add optional reminder
   
10. Save the workflow

This should be working for the team managed projects. For the Company managed the algorithm is a little bit different - there you may do specific field required on Resolve Screen.

Hope this solution helps!

Best wishes,

Helen

[Rick Crow]

@Helen Rastetska : I have the same question as CoryVal25. The answer you provided unfortunately doesn't allow for selecting the Comment field.

Any other ideas?

[Helen Rastetska]

Hi @Rick Crow ,

Unfortunately, the only extra thing that comes to my mind for team-managed projects is to set up an automation rule that will add an internal comment to the ticket and tag the Assignee reminding them to fill in the comment field.

However, there is a solution for the company-managed projects. In this case, you can set up a validator which verifies that the Comment field is not empty when people transition issues from one status to another. This will force a user to fill in this field to move the ticket.

Thanks,

Helen

[Deleted user]

Hi Helen,

Sorry for not responding promptly to your reply. Unfortunately the "Remind people to update fields" option isn't available? Is this a standard feature of team managed projects or premium?

Thank you for your help so far.

Kind Regards

Cory

[Helen Rastetska]

Hi @[deleted] ,

I assume this should be a standard feature, but only for the Team Managed Jira project. The Company Managed projects has a little bit different implementation.

[Deleted user]

Annoyingly, It just isn't there

[Deleted user]

Is it something that can be disabled as part of project setup? (I was not the person who set the project up)

[Bogacki, Lizzy]

I am also working in a Jira team-managed project and do not have this rule type either. Can you 

Can you advise if there is a way to get this rule or provide instructions on how to write this rule in the rule builder?

[Helen Rastetska]

Hi @[deleted] and @Bogacki, Lizzy ,

After brief googling, I concluded that this rule type is available for the Jira Service Management team-managed projects.

I believe the following is an initiative https://jira.atlassian.com/browse/JRACLOUD-76855 to add it to the Jira Software projects. Vote for it if you need this functionality for Jira Software projects.

Thanks,

Helen

[Bogacki, Lizzy]

Thank you Helen. that is not the same issue at least for me. I am trying to make it so a person has to leave a comment as to why they are transitioning to a particular status. 

[Bogacki, Lizzy]

I did a google search which returned this information: 

"In Jira team-managed project there is no option to Remind people to update fields.

But There is a one workaround while creating a custom field in project.

1)You can require this field. 2) And in the Display Description you can type the own message."

https://community.atlassian.com/t5/Jira-Software-questions/quot-Remind-people-to-update-fields-quot-rule-is-not-shown/qaq-p/2516689#:~:text=In%20Jira%20team%2Dmanaged%20project,can%20type%20the%20own%20message.

This doesn't solve for this issue we are discussing here, but states this rule is not available in team-managed.

[Bogacki, Lizzy]

Is there any other work around for this? 

[Helen Rastetska]

Hi @Bogacki, Lizzy ,

As I mentioned, this rule is available for team-managed projects, but only for those that have type Jira Service Management.

I don't see any other workaround for you except the following 2 options:

1. Vote for the initiative that I mentioned above and wait until Atlassian implements it
2. Try ScriptRunner which may help to resolve your issue for the Team-managed Software Jira Project: https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?tab=overview&hosting=cloud 

Thanks,

Helen

[Bogacki, Lizzy]

Thank you - I voted for the issue.