Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,293,729
Community Members
 
Community Events
165
Community Groups

Using automation to prevent reopening when a customer comments "Thank You"

The Current Regular Expression:

\A(\{.*\}\n?\s?|<.{0,5}>|[_+*\-])*[Tt][Hh][AaxX][Nn]?[Kk]?s? ?[Yy]?[Oo]?[Uu]?[^%]*$

 

I know we're not the only ones who deal with this. We resolve the issue, put it into "Resolved", and the customer replies "THANKS!" or some other variation, triggering the issue to reopen. Then we have to manually close it again.

 

I've worked out more of the details in this thread with community assistance, and further poking and prodding at the commenting system has allow more adjustment of the regular expression that fuels this.

 

Here's the rough overview of how the rule is assembled in my environment:

Screen Shot 2022-04-19 at 10.11.19 AM.png

 

The "Compare two values" is the lynchpin of this. The intent of this automation is:

  1. Determine if the comment starts with some known predictable form of "thank you"
  2. Ignore this gratitude form if it ISN'T at the start of the comment.

There are some chances for sweeping up false positives. The following messages would ALSO be ignored:

  1. Thank You! Can You also fix ...
  2. Thanks for nothing!

These have been deemed acceptable in our environment, but that's a consideration each org would have to make themselves.


Reasons behind the design of the regular expression:

Testing more simplified versions of the regex pattern revealed hit-and-miss results. Having the automation kick the {{comment.body}} out to  a webhook showed that {color:#000000} was preceding the text. Some searching revealed this document, which highlights some of the many potential patterns and characters that can precede a comment when it is being evaluated by automation. These were the cause, and adjusting the regex to account for them resulted in a MUCH higher hit rate.

The regular expression attempts to account for `{color:whatever}` and some common markdown text formatters (italics, bold, strikethrough). The regex does NOT account for ALL of them, but it suits my needs for now. You may choose to further adjust to your local needs.

1 comment

This is definitely helpful and I will be testing this out - looking forward to what others can contribute. Ill circle back with any changes I might have!

Like jshippy likes this

Comment

Log in or Sign up to comment
TAGS
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

217 views 0 6
Join discussion

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