Issue with tickets not closing due to an automation.

We have an automation right now that, when we close a ticket, adds an additional comment from a general IT account with some info for the reporter.  The issue is that sometimes this comment causes the workflow to screw up and the status returns to "Waiting for Support."  Has anyone ever encountered this issue? If so, what causes it and how do I stop it?

1 answer

It's quite possible that you have an automation rule that moves the ticket to Waiting for Support if a non-agent user has commented on the ticket while it is in Closed status. 

If this is the case, I would either make this general IT user an agent or better yet just and another if statement that makes sure that only if the which commented is the reporter or a participant - then move the ticket to Waiting for Support. 

We do have another automation that changes a ticket to Waiting for Support when a customer comments on the ticket, but the auto-commenting account is not a customer and is set as an agent to prevent it from triggering.  We thought that automation still might've been the cause so we completely deleted it to no effect.  

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

197 views 1 18
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