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.

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...

792 views 6 10
View question

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