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Close ticket based on Customer Comment

Supakij Ngamwongpaiboon

I am trying to transition a ticket to "Resolved" when a customer responds back to the email "Ticket Resolved". I have this set up now:

but I am getting this error:

I'm pretty new to this GUI based rule development, I'm curious if anyone can see what is incorrect about this rule.

Thanks!

Accepted answers

Juan Manuel Ibarra

Hello, unfortunately the "Transition Match" field will not compare with the last comment. Used for jira to use a transition that matches that text.

If what you need is to close when the user comments with a text, what you have to do is add a condition in which you compare the value you are looking for with part of the comment.

Captura de Pantalla 2021-04-30 a la(s) 17.46.47.png

All comments

Juan Manuel Ibarra

Hello, unfortunately the "Transition Match" field will not compare with the last comment. Used for jira to use a transition that matches that text.

If what you need is to close when the user comments with a text, what you have to do is add a condition in which you compare the value you are looking for with part of the comment.

Captura de Pantalla 2021-04-30 a la(s) 17.46.47.png

Supakij Ngamwongpaiboon

Hi Juan, thanks for responding. A follow up question, how can I transition to Resolved when the regex is found since I can't set a "then" component (Screenshot 1) like in the Screenshot 2?

Screenshot 1:

Screenshot 2

Supakij Ngamwongpaiboon

I was able to get it to transition to RESOLVED, but I'm not sure if it's considered fully resolved. The ticket is in the "All open" queue with a status of RESOLVED. When I click into the Status to manually resolve the ticket, I only have the options "Back to in progress" or "Close". Both of which keeps the ticket in the "All open" queue.

Screenshot 1:

The manual option opens up a menu to enter the resolution (Screenshot 2), is this able to be done in the automation rule so it knows to fully close out the ticket?

Screenshot 2:

Mark Chaimungkalanont

You should be able to set the Resolution field in your transition action, so hopefully that would fix up your queue problem

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