JSM Automation Reopen Ticket If Comment Made by reporter

Question

I'm attempting to make a rule that will transition a status if a client comments on a completed issue.

Pseudocode:

If status in complete, done, approved

and new comment made by reporter,

transition issue into waiting for support

I can make a rule that transitions an issue when a comment is made, but I comment on closed tickets regularly, and don't want my actions to reopen them. Thank you for your input!

Patricia Francezi_iDev_ · Accepted Answer

Hi @Nate Dickinson

You need to use the following

And implement the conditions related to the status you need in a if/else block.

I hope this helps