Reopen Issue if Customer add a comment

[Steffen Schmerler]

I have created this automation.

The aim is: A Ticket should be reopen if the ticket is closes and after that a customer add a new comment

The Problem is: If the Service-Desk-user close the ticket and add a comment (in the same moment) the will be ticket reopen.

What can i do that the ticket reopen only if a customer add a ticket after the ticket is closed

Thanks

Steffen

[Bill Sheboy · Accepted solution]

Hi @Steffen Schmerler 

If your service desk users are in a group, you could add a User Condition to check if the person who trigger the event (e.g. Issue Commented) is not in the group of the service desk users.

Kind regards,
Bill

[Steffen Schmerler]

Hi, thank you for your fast answer.

How is the if i will use my gruop "support-ma"?

THX

Steffen

[Bill Sheboy]

Please try with the User Condition, as I described and as documented here: https://support.atlassian.com/cloud-automation/docs/jira-automation-conditions/#User

user: user who triggered the event

check to perform: is not in group

criteria: your group name

[Steffen Schmerler]

Thank you,

it works :-)

BR Steffen

[Mohamed Benziane]

Hi,

You could try to get the {{issue.comments.author.displayName}} and make sure that it doesn't match a service Desk User.

[Steffen Schmerler]

Hi,

thank you for your answer.

Is it necessary to the service desk user with their names

How do it add in my automation?

{{issue.comments.author.displayName}} = "Max Mustermann"

Thx
Steffen