Re-Open Issue on External Comment Only (Not Internal)

Jared G

Subject line says it all.  I have an automation that re-opens the ticket with reply.  Only problem is that I'm typically dropping internal notes into the ticket, and I don't need the workflow to adjust based on my internal comments.  I really only need to see the issue re-opened based on an external comment.

I consulted a variety of sources, and it doesn't look like there's a simple way, just some odd workarounds.  Just asking if anyone knows of a simple way to attribute, I can add to my automation.

Thanks!

Harrison Ponce

Hi @Jared G , this is a great question! We ran into this ourselves and implemented it by doing the following IF statements stacked in our automation:

• issue fields condition: status = resolved
• user condition: user who triggered the event (initiator) is not Automation for Jira
• {{smart values}} condition: {{comment.isInternal}} does not equal "true"

Give that a try and let me know what you think! Hope it helps!

 

Side note: One of our earlier versions of this involved an IF that checked that the commenter was not in the Service Desk Team role, but we have more than 100 agents, and there was a limit to how many it would search on, so we ended up going with the route I described above and that's worked out super solidly for us!