Block user comments on statusses "Resolved" and "Closed"

[dennis.decoster]

Hello,

I am not managing to block comments on 1 status, while it worked for another. The same exact transition permission was used  => jira.permission.comment.user

Your help would be appreciated in figuring this out

The context

In my company, we do not want users to reopen an issue through a comment, as too often they accidentally reopen tickets by adding a comment to say thanks.

Instead they have to use a transition on the customer portal. However being endusers, they will forget and add comments to try to reopen an issue.

If an issue is considered resolved from ICT pov (JIRA resolution field is set), the issue no longer shows up in our teams their Queue, as there's no more followup to be done. This means the statuses "Resolved" and "Closed".

From "Resolved", a user can either reopen or close the issue using the transitions on the customer portal. If reopened the issue returns to "In Progress". If closed the issue is set to status "Closed".

To avoid user frustration from them trying to reopen a ticket, and us not being aware & ignoring their comments, the idea is to block user comments in the statuses "Resolved" and "Closed". 

Maybe add a transition screen on top of the transition to reopen an issue.

The problem

I've managed to use block comments on issues with the Status "Closed" through the transition permission jira.permission.comment.user = denied

However, the exact same thing is not working for the status "Resolved".

The internet has failed me in helping to find the cause and a solution.

[Ismael Jimoh · Accepted solution]

Can you use the permission constraining property

jira.permission.comment.projectrole.1=xxxxxx where xxxx is the role id.

To restrict this to only the project permission?

[dennis.decoster]

@Ismael Jimoh 

Thanks for the suggestion. I'll gladly give it a try, but I don't know where to find the "role ID". Can I use the role name instead?

[dennis.decoster]

@Ismael Jimoh 

I tried something based on what you said & the documentation from https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

I added the following:

• jira.permission.comment.user.1 = denied
• jira.permission.comment.denied.1 = true

It works! But I don't know which of the properties I added is the right one :P

Thanks for the speedy assist! +1

[Ismael Jimoh]

The denied.1 likely worked because the user should expect a username.

[dennis.decoster]

Additional question.

How can I restrict this to only customer portal users and not service desk agents? I know  the project role needs to be added somewhere...

Looked at https://www.j-tricks.com/tutorials/permissions-based-on-workflow-status

I can only think of something like

jira.permission.comment.servicedeskcustomers.denied1 = true

That feels to easy though