How to auto-comment/send email if a comment is added to an issue that is resolved


I would like to automate adding a comment (such as "please open a new ticket" ) to an issue that was already resolved more than a week ago. 

So here's what I want explained:


1) Issue X is created by A (customer) 

2) X is processed and resolved by B (agent)

3) 1 week has passed since the ticket is resolved.

4) Issue is later commented on by C.(another customer)

5) JIRA automatically adds a comment to the issue saying that "issue is closed more than a week ago, please open another ticket"

I know I can use SLAs to keep track of the issues that are closed more than a week ago but I don't know how to automatically add a comment to a ticket when someone comments on it. (Automation do not give me an option to trigger when an event happens)




1 answer

1 accepted

2 votes

Hey Baybars, 

On both server and cloud I was able to do the following:

Project Administration>Automation>Add Rule>Custom Rule

When I got to the rule creation screen, I added the following:

WHEN: "Comment added"

IF: "Issue Matches">"resolutiondate < -7d"

THEN: "Add comment" > "Please open another ticket" > "Public Comment"
Screen Shot 2017-10-30 at 3.41.09 PM.pngThe only thing I would caution on is that the above "comment added" trigger doesn't distinguish between agent and user comments. This rule will operate if either an agent or a customer comments on it.

Hope this helps!


Thanks Kian,

This was easier than expected ;) 

On another note, this only works if the comment is made on the customer portal or through email. Not through the agent portal which is even better for me. 

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,264 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot