Automatically comment when closing live chat (Portal URL included) - JMWE for Cloud

When a live chat request (via Chat for JSM) is closed, a custom comment should be automatically added to the request to notify the customer. The comment includes a message confirming the request has been resolved and provides a link to the full ticket details in the support portal.

This can be implemented using the JMWE Comment issue(s) post-function on the resolution transition of your Jira Service Management project.

Prerequisites

Make sure the following are in place:

• You are using Jira Cloud.

• Both Chat for JSM and JMWE for Jira Cloud apps are installed.

• You have a Jira Service Management project with a live chat workflow.

• You have a transition that moves chat requests to a resolved state (for example, from "In Progress" or "Waiting for Support" to "Done" or "Resolved").

Configuration steps

1. Edit the target workflow:

   • Navigate to the Jira project settings.

   • Open the workflow associated with the work type (for example, "Chat Request").

   • Select the transition that marks the request as "Done" (e.g., "Resolve this issue").

2. Add the Comment Issue(s) post-function:

   • Click Post Functions and select Add post function.

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   • Choose Comment issue(s) from JMWE.

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   • In the Comment text section, enter the following Nunjucks template:

     Dear partner, We're glad to inform you that the issue reported in this chat has been successfully resolved. You can view the full details in the support ticket here: https://your-support-site.atlassian.net/servicedesk/customer/portal/2/{{ issue.key }} If you need further assistance or encounter a new issue, please don’t hesitate to open a new ticket. We're always here to help.

     👉 Replace the URL prefix with your actual Service Desk portal link (this example uses portal/2).

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3. Configure the scope and options:

   • Ensure the comment is added to the current issue.

   • Set the post-function to run as the current user (or app user if appropriate).

   • Optionally restrict execution using a condition if needed.

4. Save and publish the workflow.

Result

Once the ticket is resolved, JMWE automatically adds a comment that includes the ticket link, as illustrated in the chat conversation below.

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