How do we make comments mandatory upon ticket resolution?

[Alison Files]

When a tech is getting ready to resolve an issue we want to make it mandatory that they add a comment in the resolution pop-up box.  Is there a way to do that?

[Thomas B · Accepted solution]

Hello - I would recommend creating a 'Screen' with the Resolution field populated and integrating that into the specific workflow. This will allow a screen to pop-up with a comments field for users to type a comment before resolving an issue.

1. Go to JIRA Administration > Issues
2. Go to Screens > Add screen - create a name for your screen (my name is Comment Screen) and add the field "Resolution" to the screen
3. Go to Workflows > Click Edit on the workflow you want to comment on when transitioning to 'Done' status
4. Click on the transition from your last status into your completed status and click edit
5. In the Screen option, select the screen we just created and click save
6. Publish the workflow
7. Try to transition a issue into the completed or resolved status. 

Hope this is somewhat useful. 

Thanks

[Alison Files]

This was very useful - thank you.  The issue has been resolved.

[Maximilian Grabmayr]

thanks. it helps to set it up. is there any change to configure whether the "respond to customer" or "internal comment" are selected as standard in the comment section?

[Petter Gonçalves · Accepted solution]

Hello Alison,

You can use Validators to implement this functionality:

Navigate to your project > Project Settings > Workflows > Click to Edit your Workflow

Select the last transition of your workflow and click Validators:

Then, add the Field Required Validator to the last transition of your workflow, selecting the field comment:

P.S: You should also have a screen with the comment field in the last transition of your workflow.

For more information, check the documentation below:

- Advanced Workflow Configuration

[Alison Files]

I've seen that article but when I go to add validator I don't get the available fields drop down list. This is what I see:

[Petter Gonçalves]

Hello Alison,

Are you using JIRA Server or Cloud?

There is an add-on called JIRA Suite Utilities that provide the validator I mentioned. It's added by default to JIRA Cloud, however, this add-on is paid on the Server version.

If you are using JIRA Server, you can install the add-on in the link below:

JSU - Suite Utilities for Jira

[Alison Files]

We are using Jira Server.  I will look into installing the add-on.  Thanks for the help!

[Petter Gonçalves]

You are welcome, Alison.

[Parveen Vats]

Thanks @Petter Gonçalves 
Your 2018 answer helped me :)