Closing issue on customer portal with comment, Reopen the issue - in clash with reopen automation

[Petr AST]

Hi there!
There is similar question like https://community.atlassian.com/t5/Jira-Service-Management/Closing-issue-on-customer-portal-with-comment-Reopen-the-issue/qaq-p/580514 

but using automation for Jira in cloud. 

I tried to turn off "rule can be triggered by other rules" but it doesn't work.

I also tried to update for more than 1 minute "updated <= -1m", but for some reason this also does not work, although the task is on the filter list. The rule doesn't work in principle, even if the update was made 20 minutes ago.

What changes do I need to make to the rule so that it does not open after a comment on the portal when the "Resolve the issue" button is clicked? Thanks a lot!

[Petr AST · Accepted solution]

Ok, seems to have found a solution. You also need to add a JQL with a resolution time of less than one minute.

resolutionDate <= -1m

[Petr AST]

Ok, I understand why the update time is not working. When a comment appears, the task is immediately updated. Then I have no idea how this can be implemented yet