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create a automation rule (not Legacy) that will reopen a ticket from customer comments

Hello Team...I am trying to work on a global rule (not Legacy) that will reopen a closed or resolved ticket if the customer (not agents) comments. As we are trying to move all Legacy rules to new automation this one seems a bit difficult to manage with new automation rules. The options I see...appear to trigger on any comments not just from customer. Please advise

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Jack Community Leader Feb 01, 2021

Hi Rob, does the one that exists in the Library not work for you? Or maybe you can start w/ it and edit to meet your needs?

Jack Community Leader Feb 01, 2021

this is the default form...

2021-02-01_08-48-32.jpg

Hello Jack...the one in the library appears to refer to all comments (internal/external) and not specifically to customer comment (unless I missed something). I dont want internal comments after the ticket is closed (like...please log time on ticket) to trigger it to reopen. Hope this provides clarity

Jack Community Leader Feb 01, 2021

yes but simply replace the "Initiator is" condition with...

 

2021-02-01_09-02-20.jpg

Ah...thank you. I will try this ...it should work

Jack...what if changed this rule so that comments to customer from agents would put the state to "waiting for

customer" pausing the SLA clock until the customer replies...how do I keep internal comments from triggering this rule?

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