create a automation rule (not Legacy) that will reopen a ticket from customer comments

[Rob]

Hello Team...I am trying to work on a global rule (not Legacy) that will reopen a closed or resolved ticket if the customer (not agents) comments. As we are trying to move all Legacy rules to new automation this one seems a bit difficult to manage with new automation rules. The options I see...appear to trigger on any comments not just from customer. Please advise

[Jack Brickey · Accepted solution]

Hi Rob, does the one that exists in the Library not work for you? Or maybe you can start w/ it and edit to meet your needs?

[Jack Brickey]

this is the default form...

[Rob]

Hello Jack...the one in the library appears to refer to all comments (internal/external) and not specifically to customer comment (unless I missed something). I dont want internal comments after the ticket is closed (like...please log time on ticket) to trigger it to reopen. Hope this provides clarity

[Jack Brickey]

yes but simply replace the "Initiator is" condition with...

[Rob]

Ah...thank you. I will try this ...it should work

[Rob]

Jack...what if changed this rule so that comments to customer from agents would put the state to "waiting for

customer" pausing the SLA clock until the customer replies...how do I keep internal comments from triggering this rule?