How to force the user to write an email when changing status

[Administrator]

I want that when the status changes to "waiting for a response", a window will be displayed to the user asking him to send an email to the client. I can't figure out the correct rule.

[Vishwas · Accepted solution]

Hey @Administrator 

You can try adding a validator for the transition -> Field Required Validator , there make comment as mandatory field. There you can also specify that "Add a reply to customer" as error message. By this way comment is mandated and user adds Reply to Customer note during this transition. But there is one loophole here, in comment screen we have 2 option in jira service management that is "Internal Note" and "Reply to customer". so if anyone adds just a comment of any type the validation will be met and it will allow users to do transition.

Before doing this you need to put a blank screen for the transition to status "waiting for a response".

Regards,

Vishwas

[Nic Brough -Adaptavist-]

That won't quite work - comments are not fields, and a lot of the validators don't check them.

You'll need to find a "comment required validator"

[Administrator]

Thank you very much!

[Vishwas]

In Jira cloud "Field Required Validator" for comment worked OOTB we can configure like this.

[Administrator]

I still have a small problem.  I can't reply to the client and change the status at the same time, that's why the validator doesn't let me change the status

[Vishwas]

That's what the validator does, a comment is required to change the status, since the suggestion I have given applies on transition. So one has to enter the comment and then click on transition button. Have you added a screen to capture comments for that particular transition ?

When I checked from my end it worked for me, it allowed on screen to transition the issue after adding comment