Will this automation to transition ticket to new status if user mentioned in comment

Question

Hi community!

I am hoping for some validation of an automation rule I set up by people smarter than me. My goal:

When a ticket is set to the DONE status, in a single space (COMAS), and then someone leaves a comment and mentions a specific user (in this case Ilyaas Daar), the ticket automatically gets transitioned to the Open status.

I have set up the following automation:

I tried triggering the rule but it hasn't worked:

Do I need to use the user's ID instead of their name?

I would love some help to either make this work or to kill the dream of it working ;)

Thanks!

Bill Sheboy · Answer

Hi @Saskia van _t Hoff

For more context, please post images of:

* your complete, updated rule in one single image for continuity 
* an image of the condition with the comparison for the account ID value
* the audit log details showing the rule execution

Those will help explain what you are observing.  Thanks!

Kind regards,
Bill

Saskia van _t Hoff · Answer

That's really helpful, thank you! I did implement it but it's not working :/  I can see the rule has run but the audit log states "no action taken". I don't think this will work...

Laura Campbell · Answer

Hi @Saskia van _t Hoff , if you set this up as a single space automation rule, you don't have to check for space key.