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

Hi,


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)

 

Thoughts? 

 

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!

Kian

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 Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published yesterday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

211 views 4 9
Read article

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