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How can I trigger automation only on public comments?

Stephen Solomon

I'm trying to set up automation that occurs when a public comment is made by our service agents. But unfortunately, the trigger "When: Issue Commented" doesn't have a setting to make it care what kind of comment was placed.

I also don't see a condition that might work. For instance if I have a condition in that sees if a public comment is present, I don't think it's going to care when that comment was made and it will still trigger if an internal comment is made and a previous public comment is present.

Accepted answers

Mirek

I assume you are using Automation for Jira. In that case you might try to use Smart Values and {{comment.internal}}. This should look something like that

Hope it helps

Joseph Chung Yin

@Stephen Solomon -

What @Mirek is correct. It will fire when a new comment is added (for that event). It is not going to check for past comment. It will only focus on the comment event on hand.

In the classic automation out of the box, you can create the same trigger event for issue commented, then add the if conditions -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Mirek

I assume you are using Automation for Jira. In that case you might try to use Smart Values and {{comment.internal}}. This should look something like that

Hope it helps

Stephen Solomon

Will the comment.internal statement only check against the comment that triggered the event? It seems like past comments would break this.

Joseph Chung Yin

@Stephen Solomon -

What @Mirek is correct. It will fire when a new comment is added (for that event). It is not going to check for past comment. It will only focus on the comment event on hand.

In the classic automation out of the box, you can create the same trigger event for issue commented, then add the if conditions -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Mirek

Not sure if I understand your question. You basically trigger an automation "when issue is commented" not in old/past comments. Just with JQL and the smart value you are filtering on which tickets you are "listening" for comments.

Stephen Solomon

Got this working with the "if comment.internal is false" function. Thank you Mirek and Joseph!

Joseph Chung Yin

@Stephen Solomon -

Excellent that it is working for you. If you can,, can you click on "Accept Answer" associated to my posting.

Best, Joseph

Marc Isikoff_o8qjap

Does not work for setting an SLA (or even a custom date/time field) under this.

You can only give calendar dates, not {{now}} (smartvalues) AND this is Legacy Automation which is being deprecated (or has already)

We need a solution that works under Automation for Jira.

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