How to avoid ticket reopening after making a comment on the transitional page?

Kent YEUNG

Hello there,

To begin with

- An automation for ticket opening has been set up - if a comment is added on the ticket with the status "completed", the status will be changed back to "work in progress".

- A screen with custom fields and comment field is associated with the transaction from  "work in progress" to "completed".

Based on above configurations, below issue happens:

- If an agent add an comment on the screen, the automation rule will be triggered so the ticket status will be changed back to "work in progress", and the agent needs to add the comment at the issue view before changing the status, instead of adding a comment on the screen and have the ticket resolved.

Question:

- Is it possible if our agents can add a comment on the screen and the automated rule is not triggered?

Thanks for the help!

Stevan Mandić

@Kent YEUNG The reason why that happens is:
When you have a screen with custom fields on the transition and the agent populates those fields and comment, the first action that is happening  is the transition from In progress to Completed and the second action is fields and comment update.
Hence, the second action (comment added) triggers your automation and the status is reverted to In progress.
 The solution is to modify your automation trigger - ISSUE COMMENTED. Within the trigger there is a dropdown where you can select "Comment is the main action" which will exclude the case when agent adds a comment during transition