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  1. Jira Service Management Data Center
  2. JSDSERVER-4922

Allow JSM to make comment required on transition in Customer Portal

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    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Problem Definition

      Currently in JSM, if a workflow transition can be triggered on Customer Portal, a popup asking for an optional comment is displayed when customer triggers that transition.
      However there is no option in JSD/Workflow settings that can make this comment field mandatory.

      Suggested Solution

      Add an option in JSM or Workflow settings that allows administrator to make this comment field mandatory.

          Form Name

            [JSDSERVER-4922] Allow JSM to make comment required on transition in Customer Portal

            Olga CAMPEIS added a comment -

            This feature was promised during the High velocity ITSM event on 2022!

            Really disappointing ....

            Olga CAMPEIS added a comment - This feature was promised during the High velocity ITSM event on 2022! Really disappointing ....

            Marco Feil added a comment -

            +1

            Marco Feil added a comment - +1

            Serkan Gültepe added a comment -

            +1

            Serkan Gültepe added a comment - +1

            Christian Sprenger added a comment -

            Only 7 years ticket? Then we need to wait for at least another 8 years before Atlassian takes it into consideration. They should raise the license cost, to hire more people, then we may get down to only 4 additional years
            </sarcasm>

            Christian Sprenger added a comment - Only 7 years ticket? Then we need to wait for at least another 8 years before Atlassian takes it into consideration. They should raise the license cost, to hire more people, then we may get down to only 4 additional years </sarcasm>

            Demetris Sergides added a comment -

            +1

            Demetris Sergides added a comment - +1

            Janne Thiele added a comment -

            Our company needs this feature as well!

            Janne Thiele added a comment - Our company needs this feature as well!

            LASP Web Team added a comment -

            Sure would be nice to be able to force a comment on the customer portal for approvals.  When something is declined, I would like to be able to force the approver to add a comment on why they are declining the request.

            LASP Web Team added a comment - Sure would be nice to be able to force a comment on the customer portal for approvals.  When something is declined, I would like to be able to force the approver to add a comment on why they are declining the request.

            Wim Abts added a comment -

            We currently use 'Actions for Jira Service Management', but are migrating to Jira Cloud by the end of this year.
            And this is not possible in the Cloud version of the app (so far)...

            Wim Abts added a comment - We currently use 'Actions for Jira Service Management', but are migrating to Jira Cloud by the end of this year. And this is not possible in the Cloud version of the app (so far)...

            Megan Makowiecka added a comment -

            Since this isn't a built in feature, we are looking at Actions for Jira Service Management. It allows for you to make comments required. As well as add custom fields to a pop up window to allow for users to make updates. These actions are linked to a workflow transition

            Megan Makowiecka added a comment - Since this isn't a built in feature, we are looking at Actions for Jira Service Management . It allows for you to make comments required. As well as add custom fields to a pop up window to allow for users to make updates. These actions are linked to a workflow transition

            Johannes Zimmermann added a comment -

            +1

             

            Johannes Zimmermann added a comment - +1  

              Unassigned Unassigned
              cmao Chen Mao (Inactive)
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              461 Vote for this issue
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              214 Start watching this issue

                Created:
                Updated: