How to disable transition comments on the customer portal view

[Didier Simonazzi]

On the customer portal, I give two choices to the customer to continue or stop the ticket.

I have automation unexpected results when the customer refuses AND adds an additional comment.

=> So I'd like to disable the ability to comment in that case.

But couldn't find how to achieve that.

Thanks for your help !

[Akhand Pratap Singh]

Hello @Didier Simonazzi

I believe this is something, that cannot be disabled at the moment, you can refer to https://jira.atlassian.com/browse/JSDCLOUD-14559.

Maybe something can be done at the Automation level to achieve your goals, if you can share what exactly Automation is doing, what is the trigger point and what are the conditions?

[Didier Simonazzi]

Hello,

Thanks @Akhand Pratap Singh !

In order for you to understand, here is some context :

- the destination status is a status that can be reached in many ways, not only this transition I'm talking about

- once on this status, if a customer comments, then an automation reverts the ticket to the former (and stored) status

In the particular case of this transition I want the ticket to remain on the destination status. But the fact the customer can add a comment during the transition introduces a defect : if the customer just validate the box, then everything is fine, but if the customer adds a comment in the box, then right after the automation tries to revert to a former status (in addition the wrong one). I don't want that second behavior.

[Akhand Pratap Singh]

Maybe you can try to remove this specific transition from your Automation rule by adding condition, something like smart value condition and checking previous status != "status you want to ignore"

To get previous status you can use changelog smart value feature {{#changelog.status}}{{fromString}}{{/}} 
https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--changelog--

[Didier Simonazzi]

Hey,

I'm not familiar yet with smart values.

I wanted to understand better your proposal. In the automation, I sent a mail to myself using the following syntaxes to check what content was inside those smart values

1. {{issue.changelog.status}}
2. {{issue.changelog.status.fromString}}
3. {{#changelog.status}}{{fromString}}{{/}}

None of them returned a value. They're all empty. {{issue.status.name}} returned the current value (just ot ckeck) correctly, but it's not what we're looking for.

Where am I wrong with the three syntaxes above ?

Thx

[Akhand Pratap Singh]

Hello @Didier Simonazzi

You received blank values because, changelog only return values if trigger is for field value change, I believe your trigger is for comments hence nothing was returned.

Another approach to this is use of Custom fields (Previous Status and Previous Status ID) and Automation Rule.

Use theses 2 fields: One to store Previous Status Name and Other to store Previous Status ID.

Create Automation Rule to store ID and Name whenever transition happens in these fields.
For ID use Smart Value: {{changelog.status.from}}
For Name: {{changelog.status.fromString}}

Automation Should look like this: 

Now in your Current Automation Rule for transitioning to previous status if comment is made, use the Condition where "Previous Status != current Status"
Something like (In my case To Do):

[Didier Simonazzi]

Thank you for the detailed explanation. I'm going to give a try with this suggestion. It helps a lot.