Preventing to create customer comment during transition screen

[Jiri Bures]

I would like to ask if it is possible to prevent agents to fill incidently comment to customer during transition to next workflow status.

The screen for the transiotion needs to be there to fill the other fields. From the other posts I consider that is not possible to hide Comments in Cloud.

But is it possible to check by Validators or ScriptRunner that Customer Comment is Empty?

[Petter Gonçalves]

Hello @Jiri Bures

Thank you for reaching out.

Indeed, I believe it is not possible to prevent only public comments to be posted on transition screens, however, it is possible to prevent any kind of comments to be done in a transition screen by using workflow properties. These would be the steps to fo it:

1. Navigate to your project > Project settings > Workflows > Click to edit your workflow
2. In diagram mode, click in the transition you want to prevent comments > Properties:
   
3. Add the property jira.permission.comment.denied to the transition, not setting any value to it, just like the screenshot below:
   
4. Save your workflow draft and wait a few seconds to test it

Doing the steps above, the comment filled in the transition will not be added to the issue.

Let us know if it works for you or if you have any questions.

[Jiri Bures]

Hello @Petter Gonçalves

Thank you for your answer but it does not seem to work for transition. It works only if I set this Property to destination status - but this is not goal I want to reach.

[Petter Gonçalves]

Hello @Jiri Bures

Thank you for your details.

Indeed, the property I provided you is applied to both Transition and status.

That being said, I'm afraid Jira doesn't have a feature to only prevent the comments in a transition, however, we have the following feature requests to add this functionality:

Remove Comment field in Edit/View Issue Screens 

Allow control of whether comment field will be shown on Edit and Transition screens 

Feel free to vote and watch the suggestion to increase its priority and also receive notifications about any updates.

Unfortunately, we don't have a possible workaround to achieve this functionality and no groovy scripting (Scriptrunner) provided in other questions are applicable to Jira Cloud, but I suggest you to directly contact Adaptavist team to know if they are working in a possible solution with Scriptrunner or have any suggestions:

Adaptavist support 

Let us know if you have any questions.

[Muhammad Moazzam Hassan]

Hey @Petter Gonçalves ,

I exactly want what your are suggesting but it is not replicating the comments are still adding on issues.