Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,458,048
Community Members
 
Community Events
176
Community Groups

Reopen Issue if Customer add a comment

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

2022-12-06 10_08_04-Automatisierung - Fischer Consulting Service-Center.png

2 answers

1 accepted

1 vote
Answer accepted

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

Hi, thank you for your fast answer.

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

THX

Steffen

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

Thank you,

it works :-)

BR Steffen

Like Bill Sheboy likes this
0 votes

Hi,

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


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

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events