目的

You want to restrict the new comments being added by Jira Service Management customers when the ticket is closed.

The following will also be restricted after the solution is applied:

• The agent will not be able to comment
• Any new comments on closed tickets via email will not be added.

Note:  Although the customer is not able to comment on the existing request at this closed stage, it is possible that should they attempt to reply via email, that reply could be processed as a new request by the JSM mail handler if the customer has the rights to create a new request in that project.

ソリューション

To restrict the user from commenting on a closed ticket, we need to add the property "jira.permission.comment.denied=true" in the Closed status of your workflow. Please follow the below steps to prevent customers from commenting on the closed issue:

• Go to Project Settings > Workflow (The one that is associated with the request type and issue type)

• Edit > Click on Closed/Done status > Properties

• Add the following

  • Property Key: jira.permission.comment.denied

  • Property Value: true

• Publish workflow.