Prevent "Not a request participant" from adding comments on a closed issue

[Paul Wiggers]

Hello Community!

Hopefully you can help me out.
As the title says, I would like to prevent users that show up as "Not a request participant" from adding comments on an issue that is closed. 

I have locked the issue down for normal users and agents by using these properties on the Closed status.

jira.issue.editable = false
jira.permission.comment.denied

When a participant replies on this issue, a new issue is created. This is great, and we would like to keep it that way.

However, when a "Not a request participant" replies on this issue through email, the comment is added to the issue. Since it is closed, there is no status change or notification which leads to a frustrated customer.

How can I prevent this situation?

Thanks in advance!

[Petter Gonçalves · Accepted solution]

Hello @Paul Wiggers

Thank you for reaching out.

I was able to reproduce your issue on my personal test site, so I reported the following bug to properly fix this glitch on Jira Service Management:

Property jira.permission.comment.denied does not block comments sent by the customer

Feel free to vote and watch the bug to increase its priority and also receive notifications about the fix implementation.

For now, the workaround option to avoid this behavior would be to flag the option "No, do not allow all emails that contain a valid issue key to be added as a comment to the issue" under Products > Jira service management > Configuration. 

This action will enforce your team/customers to add people that should be engaged in the ticket as request participants or in a common organization to properly add comments.

Let us know if you have any questions. 

[Paul Wiggers]

Hello Petter,

Thank you for reaching out and clearing this up. 

Unfortunately, the workaround does not work for us, but hopefully other people can use this until the issue has been resolved.

Kind regards,

Paul