nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Reopen Issue if Customer add a comment

Steffen Schmerler

I have created this automation.

The aim is: A Ticket should be reopen if the ticket is closes and after that a customer add a new comment

The Problem is: If the Service-Desk-user close the ticket and add a comment (in the same moment) the will be ticket reopen.

What can i do that the ticket reopen only if a customer add a ticket after the ticket is closed

Thanks

Steffen

2022-12-06 10_08_04-Automatisierung - Fischer Consulting Service-Center.png

Accepted answers

Bill Sheboy

Hi @Steffen Schmerler

If your service desk users are in a group, you could add a User Condition to check if the person who trigger the event (e.g. Issue Commented) is not in the group of the service desk users.

Kind regards,
Bill

All comments

Mohamed Benziane

Hi,

You could try to get the {{issue.comments.author.displayName}} and make sure that it doesn't match a service Desk User.

Steffen Schmerler

Hi,

thank you for your answer.

Is it necessary to the service desk user with their names

How do it add in my automation?

{{issue.comments.author.displayName}} = "Max Mustermann"

Thx
Steffen

Bill Sheboy

Hi @Steffen Schmerler

If your service desk users are in a group, you could add a User Condition to check if the person who trigger the event (e.g. Issue Commented) is not in the group of the service desk users.