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Do not reopen the request if it contains the word

Andrey Ivanov March 27, 2024

Hello everyone, I have automation configured for a ticket; if the ticket author writes a comment, when the request is closed, it opens again. I want to make it so that if an application is closed, and the author leaves a “Thank you” comment, then it will not be reopened

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Jack Brickey
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

Can you share a screenshot of your automation? This will help us give you a precise solution.

Andrey Ivanov March 27, 2024

Hello Screenshot 2024-03-27 160312.png

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

Lol...well I got what I asked for so thank you but my Russian is nonexistent. Still let me try to navigate your automation rule. It seems that you are triggering on a comment and then expecting to see that it is a public comment. I am unsure if you have a condition that verifies that the individual making the comment is a customer, but if not, I think you might want to add that. The reason for this is that it is possible an agent could make a comment on a closed issue. I know it's unlikely but you might want to cover it. Now as to your primary inquiry what we want to do is add a condition just before the action to reopen that inspects the last comment for the words "thank you". I think this can be achieved via the Advanced compare condition with the following Smartvalue - {{issue.comments.last.body}}.  You will choose does not contain.

Let me know if that works.

Like Laurie Sciutti likes this
Andrey Ivanov March 27, 2024

@Jack Brickey Thanks you so much!

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

you bet. if it works out consider accepting the answer, otherwise let me know where you are stuck.

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