Notify Customers on Replies to Closed Issues in JSM Data Center
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
In some scenarios, as a project admin, you may not want customers to reply to a 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 every time a customer replies to a closed issue and adds a comment on the issue. This triggers an email notification to the customer requesting that they log a new request instead.
This article applies to the Data Center only. If you are using Jira Service Management Cloud, please refer to Notify Customers on Replies to Closed Work Items in JSM Cloud.
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. Use the following steps:
Navigate to Project Settings > Customer Notifications.
Click on Edit next to the rule: Public comment added.
Check that To is set to Customers involved.
Check that the checkmark for Enable is set
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:
From your service project page, select Project settings and open the Automation options.
Hit the Create rule button.
Select the automation rule's trigger, which in this case should be Issue commented. After selecting it, click the Save button.
Add the Issue Fields Condition.
Select the Status field, condition Equals.
Under 'Value', select the Closed status (or the status name that is used for 'Closed' work items).
Add another condition, select User Condition.
Under 'User', select User who triggered the event.
Under 'Check to perform', select 'is a customer'.
Click New action, search for the Comment on issue option, and select it. Enter the message that you would like to send to customers and click Save
Name your automation and hit the Turn it on button, which will publish and enable the automation rule.
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