How to prevent reopening the issue if the comment contains the words - "Thank you."?

Question

Hi Community,

I use Jira Service Management. Sometimes, after the Agent has solved the issue, the Customer writes - "Thank you." Who knows how to make the ticket prevent reopening if the comment contains certain words?

I have an automatic rule set up:
If the Customer added a comment; Status = Resolved. Then the issue will be reopened. But I need to block the status change if the Agent has already solved the issue and the Customer thanks him and writes - "Thank you."

I would appreciate your advice.

PS. I have Automation, ScriptRunner (unfortunately, I don't know this tool very well), and JETI (maybe you have some ideas at the email handling layer).

Mikael Sandberg · Accepted Answer

If you use Automation you should be able to prevent the reopening it the comment body contains "Thank you" by adding an advanced compare like this: