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Automation is not working

Shikha Verma_xy1o3z

I have created automation. If a customer comments as "Cancel" in the comments, that will move the ticket status to Cancel. However, the rule is working fine but failing in a negative scenario. Even if a customer types something else then, also the automation fires and updates the ticket status to Cancel. Screenshot at Mar 02 02-26-51.png

Accepted answers

Trudy P Claspill

Hello @Shikha Verma

You need to remove the curly braces around Cancel in that comparison. The curly braces tell the Automation rule that is a smart value. If you want to see if the comment body contains the literal text Cancel then remove the curly braces.

All comments

Trudy P Claspill

Hello @Shikha Verma

Shikha Verma_xy1o3z

Hello Trudy, thanks for the response. The solution which you have provided worked for me.

One additional question: what if we need to check both the lower and upper case for the Cancel? Right now, it's not working if a customer types in cancel instead of Cancel. I tried adding by putting (Cancel, cancel) and (Cancel | cancel) but it didn't work.

Trudy P Claspill

I think this post might help you solve your problem.

https://community.atlassian.com/t5/Jira-questions/automation-Advanced-compare-quot-or-quot-condition/qaq-p/1815711

Or you could try using the contains regular expression comparison

Shikha Verma_xy1o3z

Thanks, Trudy, for the help! It’s working fine.

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