Customer leaving comment when closing case causes it to auto re-open

We have a transition step that allows customers in the public support portal portion of Jira to close their cases without having to wait for a Service Desk agent to close it.

This Close dialog also allows for an optional comment.

If the user adds a comment, it triggers the auto re-open closed case when customer comments rule.

Is there a way to setup the auto-reopen rule to not trigger if the case is being closed in the same transition?

Here's a screenshot of our re-open Automation rule:

image.png

1 answer

1 accepted

I may have immediately answered my owen question. I see there is a "Comment is primary action" option in the "IF" section. I've added that to the rule and will see if that resolved the issue or not.

Edit: I have tested and confirmed that adding "Comment is primary action" to thr IF section does fix this issue.

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