How to make comment field mandatory when changing a status

[Shruti Sharma]

Hi,

We have a requirement when we want user to provide a comment before closing/cancelling a ticket. For each issue we have two options - Add internal note/Reply to customer. We want to make Reply to customer field mandatory.

Is this possible in next gen JSM project?

[Angélica Luz · Accepted solution]

Hello @Shruti Sharma,

Thank you for reaching out to Atlassian Community!

In next-gen service projects, it’s not possible to add a validator on a transition to make a field required. One of the reasons is that it’s not possible to configure screens, so since no screen shows when closing a ticket, it’s not possible to add required fields.

On the workflow, it’s possible to add rules to transitions, but the “Update request field”, “Remind people to update empty fields” and “Check a request’s field” don’t have the option to select “Comment”.

With this said, it would be necessary to use a classic project in order to add a validator to the transition to make sure agents adds a comment before closing a ticket.

If the purpose of the comment is just to inform the customer that the ticket was canceled, for example, a canned response, you can use automation to add a comment. 

If the comment that the agent would add is unique depending on each case, then the way to “force” this would be using a validator on the workflow that is available only on classic projects.

Kind regards,
Angélica

[Luke Ryan]

Hi Angélica, 

We're on a classic project and have attempted to use the Condition - Value Field(Where Comment != NULL) and Validator - Field Required Validator(Comment field required). 

Once updating these to the workflow one-at-a-time, it didn't make a comment mandatory when closing an issue. Could you provide any advice on to why this may be?

Thanks,

Luke

[Angélica Luz]

Hello @Luke Ryan,

Thank you for reaching out to Community!

Testing on my local site, it worked adding the Condition and the Validator, but it only works if there are no comments on the ticket. Since the Condition is Comment != NULL, the transition will also only appears if no comment has been added to the ticket.

Have you tried it without the Condition and only with the Validator?

Does the transition has a screen?

Kind regards,
Angélica