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Do not reopen the request if it contains the word

Andrey Ivanov_594t32

Hello everyone, I have automation configured for a ticket; if the ticket author writes a comment, when the request is closed, it opens again. I want to make it so that if an application is closed, and the author leaves a “Thank you” comment, then it will not be reopened

Accepted answers

Jack Brickey

Can you share a screenshot of your automation? This will help us give you a precise solution.

All comments

Jack Brickey

Can you share a screenshot of your automation? This will help us give you a precise solution.

Andrey Ivanov_594t32

Hello Screenshot 2024-03-27 160312.png

Jack Brickey

Lol...well I got what I asked for so thank you but my Russian is nonexistent. Still let me try to navigate your automation rule. It seems that you are triggering on a comment and then expecting to see that it is a public comment. I am unsure if you have a condition that verifies that the individual making the comment is a customer, but if not, I think you might want to add that. The reason for this is that it is possible an agent could make a comment on a closed issue. I know it's unlikely but you might want to cover it. Now as to your primary inquiry what we want to do is add a condition just before the action to reopen that inspects the last comment for the words "thank you". I think this can be achieved via the Advanced compare condition with the following Smartvalue - {{issue.comments.last.body}}. You will choose does not contain.

Let me know if that works.

Andrey Ivanov_594t32

@Jack Brickey Thanks you so much!

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