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