Will this automation to transition ticket to new status if user mentioned in comment

[Saskia van _t Hoff]

Hi community!

I am hoping for some validation of an automation rule I set up by people smarter than me. My goal:

When a ticket is set to the DONE status, in a single space (COMAS), and then someone leaves a comment and mentions a specific user (in this case Ilyaas Daar), the ticket automatically gets transitioned to the Open status.

I have set up the following automation:

I tried triggering the rule but it hasn't worked:

Do I need to use the user's ID instead of their name?

I would love some help to either make this work or to kill the dream of it working ;)

Thanks!

[Fabio Racobaldo _Catworkx_]

Hi @Saskia van _t Hoff ,

you should use account id instead and check just last comment

{{issue.comment.last.body}} contains "[~accountid:USER_ACCOUNT_ID_HERE]"

Hope this helps,

Fabio

[Laura Campbell]

Hi @Saskia van _t Hoff , if you set this up as a single space automation rule, you don't have to check for space key.