Automation for Jira opens closed ticket

Question

Hello,

We have an issue that Automation for Jira opens closed tickets automatically, so customer cannot close tickets themselves through portal.

Client closes the ticket through customer portal and then ticket automatically re-opens. From our side everything works as expected and closed tickets are not re-opened

Ste Wright · Answer

Hi @Povilas Urbonas

It looks like all 3 of those Automation Rules could be an issue (although the third one is already disabled).

Have you tried disabling those 3, and seeing what happens?

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If you need help to refine the 2 active rules, what should each rule do and not do in your use cases?

Ste

Rilwan Ahmed · Answer

Hi @Povilas Urbonas ,

Go to each Automation rules "Audit log", check which rule executed for the given.

Also for all the rules, you can add a condition under "IF/Issue Matches" as "status !=Closed". So that the rule doesn't run for the tickets which are in closed status.

Povilas Urbonas · Answer

@Inactive Stephen @Rilwan Ahmed