JSD How to prevent the agent from reopening tasks?

[Emilia KASPRZYK]

Hi 

I would like to prevent agents from reopening tickets in the JSD project. Is this possible? If so, how?

thx,

E.

[Piyush Annadate _ACE Pune_ · Accepted solution]

Hello @Emilia KASPRZYK ,
1. From the workflow (of Task) -> Remove the transition to re-open,
2. Add a restriction in above transitions https://support.atlassian.com/jira-software-cloud/docs/group-workflow-rules-to-further-restrict-your-transitions/
3. Add workflow properties to restrict transition from STATUS A -> something else - https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/

[Emilia KASPRZYK]

@Piyush Annadate _ACE Pune_ thank you. 

I managed effortlessly by following your tips ;) and you even inspired me to make a few new settings, which I found the team welcomed 😊

[Lucas Modzelewski _Lumo_ · Accepted solution]

If reopening of the task is triggered by a comment rather than a workflow transition, you might want to review your automation rules. Consider excluding those actions for issues in a status within the "Done" category to prevent automatic reopening.

You can also introduce a final status, like "Closed", and set strict workflow properties to prevent further changes:

• Add a transition from “Resolved” → “Closed”

• In the Closed status, add the following workflow properties: 

• jira.issue.editable = false to prevent any further edits to the issue.
  • Docs: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/
  • Plus: https://support.atlassian.com/automation/kb/importance-of-jira-issue-editable-property-key/
• jira.permission.comment.denied to prevent users from commenting
  • Docs: https://support.atlassian.com/jira-cloud-administration/docs/use-workflow-properties/#jira.permission.-.denied

This approach is great for preventing endless comment threads or reopening old tickets months later when the customer actually has a new request.

For user clarity, you can configure an automation rule on that “Resolved → Closed” transition to post a final comment like:

“This ticket is now closed. For any new issues, please create a separate ticket and reference this one if needed.”

This helps educate users and keeps your queues clean.

[Emilia KASPRZYK]

Thank you @Lucas Modzelewski _Lumo_  That advice with the customer comment great, I hadn't thought of that. 😊