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how to make rule for reopen the ticket?

mshehba

Hello Team,

I have a question related to rule "Reopen issue when the author comments".

The problem is when i closed the ticket and right after that user/ customer write any feedback comment on it. The ticket gets open again and move to in process, that's quit wierd. i want to excute that rule but with the limited scope of comments like for normal feedback it should remain closed but if user/customer write some specific keywords in the comment i.e esclation, reopen , not satisfied with the support then it should get reopen, Is this possible?

If yes, then would appreciate your answers and feedback it. Thank you.

Accepted answers

All comments

Mark Segall

Hi @mshehba and welcome to the community!

Yes, you can do this with an added advanced compare condition against the comment body that performs a regex for keywords. If the regex doesn't match, the rule exits, otherwise it proceeds with the rule. Here's an example where I'm looking for "reopen" in the comment body: