How can I prevent a customer from commenting a closed issue, but allow an agent to add an internal comment?

[Davide Paleari]

I would like to inhibit a JIRA Service Desk Customer from commenting a closed issue, but at the same time I would like that agents and collaborators are able to add internal comments on the closed issue.

I know that there is a step property in JIRA workflows called "jira.permission.comment.user" that can inhibit comments on that step. Unfortunally this would prevent from commenting not only the customers, but also agents and collaborators.

How can I get this?

Thanks, regards

[Udo Brand · Accepted solution]

Maybe you can try:

jira.permission.comment.projectrole.1=xxxxx

jira.permission.comment.projectrole.2=yyyyy

where xxxxx is the project role id of agents and yyyyy is the project role id of collaborators

see: http://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

[Davide Paleari]

Yes, this is the solution. Thanks, very much

[Rose Sahagun]

thank you for sharing! this worked :) I do not know if anyone can share any input on how to prevent a symptom of this change.

We have email requests enabled for our service desk - so now that we restricted commenting on closed tickets the system is creating a new ticket with the same informaiton. 

Any idea on how to prevent that? Specifially if customers reply thanks we do not want to have duplicates that contain thank you in the description. 

[Hua Soon SIM _Akeles_]

Hi Rose,

A possible solution might be having another status "Fully Closed" which restrict commenting.

Then add an automation rule to transit the "Closed" issues for more than 7 days into "Fully Closed".

[Tim Hotham]

HI, I tried to add the change to a particular role, but it removed comment from all users

[Tomáš Vrabec]

@Tim Hotham In your screen I can see that you are using Role Name instead of Role ID.

[Marc Quattrini]

"Closed" then "Fully Closed"? Really?

I think if more information has to be added to a "Closed" ticket, then it means that ticket is not "Closed" and should be kept in another status.

We don't have "Closed" but the last column on our board is "Done", which for me should mean the same thing.

I don't understand why users are still adding comments to a "Done" ticket. It makes no sense to me.

[Peter Van de Voorde]

Hi David,

You could try to add an extra transition called 'Comment' on the workflow that goes from the Closed status back to the Closed status but that's only availble for your internal users (you can do this using the conditions on the transition).

You now just need to add a screen with only a comment field on to the transition and you're done.

Best regards,

Peter

[Udo Brand]

That will definitely work!

[Davide Paleari]

No, I tried, but unfortunally if you set the jira.permission.comment.user to false for the closed step, then the comment is also inbhibited on the transitions starting from that step

[Udo Brand]

I had once a similar scenario with editing. So on the step had jira.issue.editable = false but could edit during a circular transition. You are sure you dont have that property in the transition as well?

[David Webber]

Does one stop comments being logged via email on issues with 'Resolved' status though?