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:
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.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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