automation re-open a closed ticket after a comment - prevent ticketing system loop

[Emmanuel F-D]

Hi

I have an automation so that the ticket that is in the status "done" reopen and go to a specific status following a comment from a customer.

My question is how to prevent/how to block my clients' ticketing systems from sending confirmation emails to reopen the ticket since the automated email makes a comment in the ticket and it will loop.

Thanks

[Mark Segall]

Hi @Emmanuel F-D - If the client system has repeatable behavior that you can key on (author, specific text in the comment body, etc.) you can simply apply an advanced condition to your existing rule.  For example:

{{comment.author.emailAddress}}
equals
some email address

{{comment.body}}
contains regular expression
some regex

It's all about finding a repeatable pattern.