Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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:


but I am getting this error:


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



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:



Screenshot 2


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:


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:


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


Like Supakij Ngamwongpaiboon likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

ThinkTilt is joining the Atlassian Family!

This morning, Atlassian announced the acquisition of ThinkTilt , the maker of ProForma, a no-code/low code form builder with 700+ customers worldwide. ThinkTilt helps IT empower any team in their or...

1,081 views 31 33
Read article

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you