Configuring Jira to Prevent Comments on Closed Issues


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

You've encountered an issue where the JSM Mail handler is incorrectly adding comments to closed issues instead of creating new tickets in response to incoming emails. This behavior is due to the default setting in Jira that allows commenting on closed tickets. To address this, it's necessary to modify the workflow settings by adding a property (jira.permission.comment.denied=true) to the Closed status, which will explicitly prevent commenting on closed issues. This change ensures that all new email inputs lead to the creation of new issues, maintaining the integrity and clarity of the ticketing process in Jira Service Management Cloud.

Environment

Jira Service Management Cloud

Diagnosis

The JSM Mail handler is currently configured to add comments to existing issues based on incoming emails. This has led to unintended comments being added to issues that have already been closed, instead of creating new issues. The root cause of this behavior is coming from the default settings in Jira that allow comments to be posted on closed tickets.

Cause

The cause of this issue is the absence of restrictions in the workflow settings that govern the actions permitted on closed issues. Without specific properties set to deny certain actions, such as commenting, Jira defaults to allowing comments on issues irrespective of their status. This default behavior is not appropriate for workflows where closed issues should not be altered, leading to potential confusion and mismanagement of issue statuses.

Solution

To prevent users from commenting on closed tickets, you need to modify the Closed status in your workflow by setting a specific property. Here are the steps to achieve this:

  1. Navigate to Project Settings > Workflow. Select the workflow associated with the request type and issue type.
  2. Click Edit, then find and click on the Closed status, followed by Properties.
  3. Add the following property:
    • Property Key: jira.permission.comment.denied
    • Property Value: true
  4. Publish the updated workflow to apply these changes.

This adjustment will stop comments on closed issues, directing the system to handle similar future emails by creating new tickets instead.

Last modified on Apr 29, 2024

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