Automation is not working

[Shikha Verma]

I have created automation. If a customer comments as "Cancel" in the comments, that will move the ticket status to Cancel. However, the rule is working fine but failing in a negative scenario. Even if a customer types something else then, also the automation fires and updates the ticket status to Cancel.

[Trudy Claspill · Accepted solution]

Hello @Shikha Verma 

You need to remove the curly braces around Cancel in that comparison. The curly braces tell the Automation rule that is a smart value. If you want to see if the comment body contains the literal text Cancel then remove the curly braces.

[Shikha Verma]

Hello Trudy, thanks for the response. The solution which you have provided worked for me. 

One additional question: what if we need to check both the lower and upper case for the Cancel? Right now, it's not working if a customer types in cancel instead of Cancel. I tried adding by putting (Cancel, cancel) and (Cancel | cancel)  but it didn't work.

[Trudy Claspill]

I think this post might help you solve your problem.

https://community.atlassian.com/t5/Jira-questions/automation-Advanced-compare-quot-or-quot-condition/qaq-p/1815711

Or you could try using the contains regular expression comparison

[Shikha Verma]

Thanks, Trudy, for the help! It’s working fine. 

[Trudy Claspill]

Hello @Shikha Verma 

For the benefit of other users that may find this post, can you show the solution you implemented?

Also, please consider marking the Answer thread as Accepted to help other users find posts with working solutions.

[Shikha Verma]