Reopen the issue when the issue is commented

[Mariana Silveira Sales]

I have automation to Reopen the issue when the issue is commented on. 

But usually, my team moves to DONE and leaves a comment immediately. I would like that this specific comment does not reopened the issue. 

There is a workaround for this? 

[Mark Segall · Accepted solution]

Hi @Mariana Silveira Sales - You could add another condition that only reopens the ticket if the comment author is not a member of the team:

• CONDITION (USER)
  • User who triggered the event
  • Is Not In Role
  • Service Desk Team

[Mariana Silveira Sales]

Thank you so much! 

[Ash Yadav]

Hi @Mariana Silveira Sales , 

You could add another condition to the If statement in the form of a JQL query to check for a certain comment and if it matches, then the issue is not reopened? 

See screenshot below as an example. This is a very basic query but feel free to experiment with it as you see fit. 

Hope this helps. 

Kind Regards, 

Ash