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Reopen the issue when the issue is commented

Mariana Silveira Sales

I have automation to Reopen the issue when the issue is commented on.

But usually, my team moves to DONE and leaves a comment immediately. I would like that this specific comment does not reopened the issue.

There is a workaround for this?

Accepted answers

Mark Segall

Hi @Mariana Silveira Sales - You could add another condition that only reopens the ticket if the comment author is not a member of the team:

CONDITION (USER)
- User who triggered the event
- Is Not In Role
- Service Desk Team

All comments

Mark Segall

Hi @Mariana Silveira Sales - You could add another condition that only reopens the ticket if the comment author is not a member of the team:

CONDITION (USER)
- User who triggered the event
- Is Not In Role
- Service Desk Team

Ash Yadav

Hi @Mariana Silveira Sales ,

You could add another condition to the If statement in the form of a JQL query to check for a certain comment and if it matches, then the issue is not reopened?

See screenshot below as an example. This is a very basic query but feel free to experiment with it as you see fit.

Screenshot 2023-03-29 at 18.49.32.png

Hope this helps.

Kind Regards,

Ash

Mariana Silveira Sales

Thank you so much!

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