Closing issue on customer portal with comment, Reopen the issue - in clash with reopen automation

As per the show transitions on the customer portal, we have added the "Resolve" transition to the portal. So the customer can close his/her own issue. 

We also have an automation rule to reopen a closed ticket, when only a customer comments in it.

The problem now we have is, when the customer via portal resolves the issue with a comment in the resolveissue dialog box, the issues is closed but again reopened because of the automation rule.

How to handle this, any condition that can be added to the rule?


1 answer

In the automation rule setting, what does your condition (IF) looks like?

We're facing the same issue. "WHEN" says "Comment is added to an issue", "IF" says "status = "Waiting for Customer to Close"" AND "user is not an agent".

It is meant to trigger reopening if a customer adds a comment after we resolved the issue. But it also triggers when the issue was transitioned to the status "Waiting for Customer to Close" by the customer and the portal requesting a comment. So the customer resolves the issue and adding a comment at the same time. But JIRA seems to do two separate steps - one is transitioning and the other one is commenting afterwards. Hence issue is resolved an reopend again by automation rule.

Is there anything we can do?

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