JSD Automation: Reopen on customer comment issue

Question

Hi there,

I've configured an automation rule, that should enable customers to reopen closed tickets when the add a comment.

Unfortunately the tickets are now also reopened, if an service desk agent closes the issue with a comment in the ResolveIssue Screen.

Is there any way to circumvent this?

Any help is highly appreciated.

Best regards
Michel

Michel Pittelko1 · Answer

This condition is already part of the automation rule. But the issue is, that when a agent closes an issue the following is visible in the history:

* The issue is transitioned to closed.
* The comment is added.

So the issue is that the comment is added, when the issue has already been closed with the closeissue dialog.

Any ideas how I could add the condition "only via customer portal"?

Chris Dunne · Answer

Add a condition to the automation rule that ensures a customer can only reopen tickets that are closed.

If you need more help, please post a screen shot of your workflow and automation rules.