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Close ticket based on Customer Comment

I am trying to transition a ticket to "Resolved" when a customer responds back to the email "Ticket Resolved". I have this set up now:

image.pngimage.pngtransitionIssueJIRA.PNG

but I am getting this error:

image.png

I'm pretty new to this GUI based rule development, I'm curious if anyone can see what is incorrect about this rule. 

 

Thanks!

1 answer

1 accepted

1 vote
Answer accepted

Hello, unfortunately the "Transition Match" field will not compare with the last comment. Used for jira to use a transition that matches that text.

If what you need is to close when the user comments with a text, what you have to do is add a condition in which you compare the value you are looking for with part of the comment.

 

Captura de Pantalla 2021-04-30 a la(s) 17.46.47.png

Hi Juan, thanks for responding. A follow up question, how can I transition to Resolved when the regex is found since I can't set a "then" component (Screenshot 1) like in the Screenshot 2?

Screenshot 1:

image.png

 

Screenshot 2

image.png

I was able to get it to transition to RESOLVED, but I'm not sure if it's considered fully resolved. The ticket is in the "All open" queue with a status of RESOLVED. When I click into the Status to manually resolve the ticket, I only have the options "Back to in progress" or "Close". Both of which keeps the ticket in the "All open" queue. 

Screenshot 1:

image.png

The manual option opens up a menu to enter the resolution (Screenshot 2), is this able to be done in the automation rule so it knows to fully close out the ticket? 

Screenshot 2:

image.png

You should be able to set the Resolution field in your transition action, so hopefully that would fix up your queue problem

Automation_rules_-_Code_Barrel_JIRA.png

Like Supakij Ngamwongpaiboon likes this

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