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?

 

3 answers

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?

Any luck solving this? We just added the Resolve transition to the portal and now are seeing items get reopened when customer puts a friendly comment in such as "It works now, thanks!", etc. I suppose if there was a way to adjust the automation rule to say if customer is resolving and not agent.

I believe this is caused by the order of the "Essential Post Functions"

 

Essential post functions

Every Jira transition has the following essential post functions, which are performed in this order:

  1. Set issue status to the linked status of the destination workflow status.

  2. Add a comment to an issue if one is entered during a transition.

  3. Update change history for an issue and store the issue in the database.

  4. Reindex an issue to keep indices in sync with the database.

  5. Fire an event that can be processed by the listeners.

These essential post functions cannot be deleted from a transition or reordered. However, you can insert other (optional) post functions between them.

 

I assume if steps 1 and 2 were switched this wouldn't happen. Unfortunately they can't be reordered. Maybe setting the issue status again after comment would work.

I can't seem to find it, but I believe there is an issue raised for this we can vote on

Hi, 

In the "If" of your automation rule do you use the "Comment is the primary action" condition?

See https://jira.atlassian.com/browse/JSDSERVER-4348  and the documentation about it https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Hi,

Yes, if we set comment as a primary action re-open rule works fine.

Thanks

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 15, 2019 in Jira Service Desk

Are you a Jira Service Desk agent? We want to talk to you!

Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...

177 views 0 8
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you