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?
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
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Great Chada, if you could accept the answer....much appreciated
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
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.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.
Online forums and learning are now in one easy-to-use experience.
By continuing, you accept the updated Community Terms of Use and acknowledge the Privacy Policy. Your public name, photo, and achievements may be publicly visible and available in search engines.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.