Hi Community,
I use Jira Service Management. Sometimes, after the Agent has solved the issue, the Customer writes - "Thank you." Who knows how to make the ticket prevent reopening if the comment contains certain words?
I have an automatic rule set up:
If the Customer added a comment; Status = Resolved. Then the issue will be reopened. But I need to block the status change if the Agent has already solved the issue and the Customer thanks him and writes - "Thank you."
I would appreciate your advice.
PS. I have Automation, ScriptRunner (unfortunately, I don't know this tool very well), and JETI (maybe you have some ideas at the email handling layer).
If you use Automation you should be able to prevent the reopening it the comment body contains "Thank you" by adding an advanced compare like this:
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