Don't send an e-mail when in transition to closed

Question

I have 2 automation rules for e-mails:

1. update issue, when adding a public comment an email is sent to customer

2 closure issue, when an issue is closed a closure email is sent to customer.

In the second option, in the transition from status X to closed, I have a comment field. I don't want to trigger the update issue, but only the closure issue.

Thanks

Christos Markoulatos -Relational- · Answer

hmmm then try this, instead of relying on the current status, use the Issue transitioned trigger for your closure email rule and remove the comment trigger entirely for that case. For the “public comment” rule, add an Advanced compare condition using smart values like:

{{changelog.status.toString}} != Closed

This checks the status change in the event payload, not the current status, so if the comment came with a transition to Closed, the rule won’t fire.

Bianca de Weerd · Answer

problem is that when adding the comment the issue isn't closed. It's in transition to close.

Christos Markoulatos -Relational- · Answer

Hey @Bianca de Weerd  😊

I believe you can handle this by adding a simple condition to your first rule so it only runs when the issue is not Closed. That way, if you add a comment during the X → Closed transition, the “public comment” rule won’t fire, and only your closure email rule will. The easiest way is: in Rule 1, after the Issue commented trigger, add an Issue fields condition like “Status != Closed.” Alternatively, you could make the transition comment internal (via JSM settings) or use smart values to check the previous status if you need more control.

Hope this helps!