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Turning off comments

Chada D Majette
Contributor
January 9, 2019

I am running into the dreaded issue of receiving comments in a closed ticket.  Is there a way I can automatically turn off comments when an issue has been resolved?

2 answers

1 accepted

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Answer accepted
Susan Hauth _Jira Queen_
Community Champion
January 10, 2019

Hi Chada,

We too grappled with this situation. We didn't want people to make comments on closed requests and then expect support and then the request just drags on forever. 

So we had 3 choices:
1. As @Peter Bengovsuggested, just halt that ability. BUT we felt our customer would get very frustrated with that.

2. Reopen the request when a comment comes in on a closed request.  BUT we felt we would have too many reopens with people trying to revive an old request, or just saying "thank you"

3. When a comment is received on a closed request  send out an automated message to the reporter: "Thank you for your comment, but this request is now closed.  Please create a new request if assistance is still required".

we chose #3

Hope that helps

Susan

Chada D Majette
Contributor
January 10, 2019

Hi Susan,

I think this is a good idea, creating the automated response.  I will try that first and see if this remedy the problem.

Susan Hauth _Jira Queen_
Community Champion
January 10, 2019

Great Chada, if you could accept the answer....much appreciated

1 vote
Peter Bengov
Rising Star
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January 9, 2019

Hi Chada,

You should be able to use this workflow property: jira.permission.comment.denied=

Per this old blog post: https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

You will pair the property to the Closed state you have and that should prevent users from adding comments. 

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