JSM Automation Reopen Ticket If Comment Made by reporter

[Nate Dickinson]

I'm attempting to make a rule that will transition a status if a client comments on a completed issue. 

Pseudocode: 

If status in complete, done, approved 

and new comment made by reporter, 

transition issue into waiting for support

I can make a rule that transitions an issue when a comment is made, but I comment on closed tickets regularly, and don't want my actions to reopen them. Thank you for your input! 

[Patricia Francezi · Accepted solution]

Hi @Nate Dickinson 

You need to use the following

And implement the conditions related to the status you need in a if/else block.

I hope this helps

[Nate Dickinson]

Thank you Patricia, that is super helpful.