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Disable issue commenting, except by workflow actions

Surevine
Contributor
July 18, 2019

Hi,
I'd like to prevent my team (and myself!) from doing things like :

  • typing a comment and then clicking the "close" button
  • typing a comment instead of using the "waiting for customer" button

Both buttons prompt for commentary to be added to the state change.
In the first case, that causes 2 updates to be sent. "xyz commented on your ticket" and then "xyz closed your ticket".
In the second case, the "waiting for customer" button changes the state of the ticket to "waiting for customer". If the comment is added without the button, the state is wrong.

They still need to be permitted to comment, driven by the workflow button popping up the dialogue box and prompting them to comment, so I don't think this is a permission thing. (eg if I remove "add comment" permission then they won't be able to add a closure comment through the workflow button, will they??)
And it isn't disabling comments by status. (eg They can press "close" at any point and type in a comment. )

(I was hoping Permissions would have a "when caused by workflow" qualifier, but no.
Something a bit like the "Service Desk Customer - Portal Access" permission you can use to prevent users creating tickets with the "create" button in Jira and forcing them to use the service desk. But even I restricted comments to the portal, they can still add comments there without using buttons.)

Any ideas?

1 answer

0 votes
Joe Pitt
Community Champion
July 18, 2019

There may be a plugin that allows you to do that, but you can't do that out of the box. You can or can not comment. 

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