You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
We have automation in place for 'Rule is run when a new comment is added to an issue.' to re-open tickets.
However, we don't want tickets re-opening if the ticket was closed over more than 7 days. ago. Instead, we want a new ticket to be created.
Is this possible?
Many thanks in advance
Sure. I would use if/else Condition.
If condition uses the JQL above and the action is to reopen. The else action is to use Create new issue.
it should be pretty straightforward when you start to play with it. However, if you run into any difficulties at all, just let me know and I can try to throw together an automation example.
Ok so you are missing one key condition that is at heart of your goal...
"Rule is run when a new comment is added to an issue."
I am assuming that you actually only want to execute the actions if it is a comment by a customer, correct? That is you don't want to execute these actions if one of your agents happens to add a comment since they could simply reopen it if they desired.
assuming so change your trigger as shown and add the condition just prior to your if/else
Now, if you do wish the rule to execute if an agent comments then leave off the extra condition.