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

Accepted Answer
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. 

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