Notify Customers on Replies to Closed Work Items in JSM Cloud

Summary

In some scenarios, as a project admin, you may not want customers to reply to an old closed request and would prefer them to log a new request on the portal in Jira Service Management.

A workaround for this scenario is creating an automation rule that triggers each time a customer replies to a closed work item and adds a public comment on the work item, asking them to log a new request instead.

This article applies to Cloud only. If you are on Jira Service Management Data Center, refer to Notify Customers on Replies to Closed Issues in JSM Data Center

Solution

Prerequisites

Before proceeding to the actual automation rule creation, you will need the following:

Customer Notifications for 'Public comment added' is turned on

• This automation rule relies on the customer notifications functionality to send email notifications to customers. To enable customer notifications, go to

  • Project Settings > Notifications > Customer Notifications, and make sure that notifications for Public comment added are enabled.

    

Creating the mentioned automation rule

In case you're not experienced in creating automation rules, refer to our Create and edit Jira automation rules. The following steps should guide you through the process:

1. From your service project page, select Project settings and open the Automation options.

2. Hit the Create rule button.

3. Select the automation rule's trigger, which in this case should be Work Item commented. After selecting it, click the Next button.

4. Add the Work Item Fields Condition.

   1. Select the Status field, condition Equals.

   2. Under 'Value', select the Closed status (or the status name that is used for 'Closed' work items).

      

5. Add another condition, select User Condition.

   1. Under 'User', select User who triggered the event.

   2. Under 'Check to perform', select 'is a customer'.

      

6. Click New action, search for the Comment on work item option, and select it. Enter the message that you would like to send to customers and click Next.

   

7. Name your automation and hit the Turn it on button, which will publish and enable the automation rule.