Is it possible to have a JQL automation be trigger off of a comment reaction?

[Leland Cokelette]

Hello,

I have a JSM project where after closing an issue someone will respond to say thankswhich re-opens the issue.

I would like to put in an automation that is an agent replys to the thanks with a comment reaction I can then update the issue.

Is this possible?

Thanks

[Tobias H]

Hi!

There is no automation trigger that uses Comment reactions (to my knowledge) so I think that will be a bit hard. What I used to do when I worked Support, and I know what the agents still do today is just manually move the issue back to "Done"/"Resolved" after the last thanks, which is as much of a manual task as the comment reaction.

But your question had me thinking of a potential solution to this never ending "thanks" re-closing haha.

Perhaps you could use a trigger with "When comment added" and then an IF statement checking whether the resolution has been set etc to make sure it only triggers in very select cases.

It could also check if the last comment added contains "thanks"

However, I'm not sure how reliable that would be as the similar text search can be quite iffy at times.