Comments entered in Close Issue Transition not saved

[LC]

When closing an Issue, the Close Issue dialog requires the user to select a value for a custom field (Root Cause) and an option to enter a comment before saving. 

It has come to our attention that while the Root Cause selection is saved, the comments entered on this screen are not saved, and I am trying to fix this. 

I looked at the transition and I see that the comment is saved after the transition has occurred. I think this is a problem because our workflow requires that Closed Issues cannot be edited. 

I think I need to either:

1. set up the transition so the comment is saved _before_ the status is updated (is this possible?) 
2. remove the ability to comment on the Close Screen. (I can't see where to do this?) 

See screenshots below. 

However, I have been unsuccessful because unfortunately I am not an expert Jira admin. 

I may be missing something obvious, and would appreciate a steer in the right direction. 

Thanks in advance for any assistance. 

[Jack Brickey]

LC, your workflow looks fine. Have you verified the reported behavior?

[LC]

.

[LC]

Hi @Jack Brickey ,

Yes, I have observed the behaviour myself. 
I've also used our sandbox project to test whether removing the restriction that closed issues cannot be edited would 'fix' the problem. (i.e. implementing this https://confluence.atlassian.com/jirakb/how-do-i-edit-closed-issues-779160787.html) With  jira.issue.editable removed, the comments added on the Close issue screen save, but otherwise they do not. 

We would rather not leave tickets editable once closed, so I would prefer to find an alternate solution if possible. 

Thanks 

[Gerardo Dalena]

Hi LC,

unfurtunately I found the same problem. Did you fix it?

For now I decided to put the comment as a mandatory fields and I'm waiting for feedback. I don't think that there was only human error in this behavior as it happened to myself a couple of times too. On our workflows, last status has the property "jira.permission.comment.user" set on false.

Thanks.

[Gerardo Dalena]

Just an update:

We opened a support request to Atlassian, turns out it's a know bug. Here is the link: https://jira.atlassian.com/browse/JRACLOUD-40629.

For now we are using a stupid workaround. We have created 2 ending states, let's call them A (without the properties) and B (with the properties). As soon as the issue transition in A, automation for Jira moves the issue in B. You just need to be creative with the names of A and B in your workflow.

[Jack Brickey]

interesting @Gerardo Dalena . However, there is something unique in the provided bug that appears to be in the dark abyss and may never get solved. It is a unique case associated with the ordering of your post functions. If reordered things should work, but maybe that isn't possible in your case.

The original post here, I think, was simply associate with a transition screen that requires a custom field and optional comment. The custom field change is recorded but the comment is not. I use this scenario on many projects and it works fine. 

[Gerardo Dalena]

Hi Jack,

well, I also tried to reorder the post functions but it didn't work :(