Add predefined comment during automated transition

[NoName]

We have an automation rule setup to move a ticket to Closed after two weeks, if the customer does not respond. In the workflow though, a comment is required when staff manually move a ticket to closed so the automation is hanging up and expecting a comment. I added an extra step in the rule to create a comment as well but it doesn't do it during the transition so it fails. How can I get it to work with adding the comment during the automated transition so it does not fail?

[NoName · Accepted solution]

I figured it out. I didn't know you could setup two different transitions to/from the same status. I just setup a second transition that doesn't have a comment and is hidden from user in the conditions.

[Bill Sheboy]

Hi @NoName 

Have you tried adding the comment as a JSON update with the transition action?

If that does not work, try using the Send Web Request action to call the REST API endpoint for transitioning the issue and including a JSON update for the comment.

Please look here to see an example of the JSON for the comment: https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-issueidorkey-transitions-post

Kind regards,
Bill

[Marcos Defina]

It seems you're targeting the wrong task on the Update Action.

Your trigger issue, is the one that got transitioned.

If you use the Automation Trigger as Issue Transitioned (to Closed), and add all the necessary filter steps to target only the issue type, component, labels, etc you want - then you still need to make sure the task being Updated is the Target.

Maybe if you share a screenshot of the failure-log, and/or the automation setup I could help further.

I hope this was the correct solution for the problem!

[NoName]

I don't think we're on the same page.

It's automation that's scheduled to run daily at noon and check for tickets that have not had activity for two weeks while in a certain status. It's supposed to move the ticket to the next status if there's no activity in two weeks. However, it requires a comment to transition to the next status so it's expecting a comment during automation. I just need to be able to transition it and add a comment at the same time, since the comment is required to transition.

[NoName]

It's the same as this template. But because it requires a comment to transition, it won't transition. I need to add a comment as it transitions, so it can transition.