Old issues are getting multiple times commented / re-opened

[Roger]

Hello Atlassian Community.

we have currently Jira Service Desk (at the end of year we will migrate to cloud) and have an automation rule, which automatically to re-open issue, if a user comment on it. This is useful when there users has again an problem.

But we have the situation where users will now reuse this issue for everything else instead of creating a new issue. Is is possible to say, when issue 2 weeks than nobody is more allowed to comment it?

[Dave Mathijs · Accepted solution]

Hi @Roger 

A personal view: There is a grace period between Resolved and Closed where a customer can re-open a ticket if the issue is not resolved or if the request has not been executed correctly. In that case, the ticket is re-opened.

Automate that tickets in status Resolved without feedback from the customer are Closed after x (working) days.

If a ticket is re-opened for an additional or a different question, then the customer should be made aware that a new ticket will be created because it's not a comment/feedback on the original ticket.

Once a ticket is in status Closed, it should not be possible to be re-opened and comments can be disabled by a workflow property This should prevent old tickets from being re-opened, for example, because the issue re-occurs.

[Roger Sikorski]

Hi @Dave Mathijs

that is understandable. I've implemented this now. Many thanks! :)

[Lucas de Souza]

Hey @Dave Mathijs 

I added this to the Closed status on the workflow jira.issue.editable false

Will it block users from commenting on the issue?

[Manoj Gangwar · Accepted solution]

Hi @Roger ,

Welcome to Atlassian Community!

You can use close the Issues after 2 weeks and remove the transition form Closed to Re-open status.

You can create some additional Status like- Resolved or Done and user can reopen the issues from these statuses.

After 2 weeks issue will moved to Closed. and then it can not be re-opened.

Also, you can only block the comments on a particular status.

https://confluence.atlassian.com/jirakb/how-to-disable-comments-creation-editing-for-closed-jira-issues-648217599.html

[Roger]

Hello @Manoj Gangwar

thanks for your screenshot the provided JQL. With that and @Dave Mathijs suggestion this is now working fine! 😊