Re-open issue on comment...sometimes

[Walker White]

We have an automation that will transition an issue in Resolved status back to In Progress if a customer comments on the issue.  That works great.

However, we also allow customers to move their issues to Resolved via the customer portal.  That also works great.

However, let's say an issue is in Waiting for Customer.  The customer decides to resolve the issue, and they also want to leave us a comment on why they are resolving.  In this case, the issue will move to Resolved (by customer), but when the resolution comment is added, the first rule triggers, and the issues is moved back to In Progress.  Below is "Re-open" rule.

Is there another criteria we could add that would distinguish between a comment being included as part of a transition into Resolved status (we do NOT want to re-open in this case) versus a comment NOT as part of a transition?  

Thanks

[Paul Krueger · Accepted solution]

Perhaps you could ignore it if the resolution date was within the last minute? 

[Walker White]

That seems like a great solution @Paul Krueger .  How can I write that? Would that require a JQL criteria?

[Paul Krueger]

Just add this as a condition. If the resolution was within the last 2 minutes, don't reopen the issue. Or 1 minute. Or 30 seconds. You'll probably want to play with what works best.

[Paul Krueger]

Actually, you can just add it to your 3 conditions... if {{issue.resolutiondate}} less than {{now.minusminutes(1)}} then reopen (because it was resolved more than a minute ago).

[Walker White]

@Paul Krueger This approach worked great.   Thank you. 

[Carlos Faddul · Accepted solution]

@Walker White do you use the "Resolution" in your workflows ?

Why you want to filter this type of information ? (Just curious)
You can use the automation with a select field to only check the value "Resolved by Transition" with the option "Yes/No", then use a similar automation as you showed above, only to edit this field when gets some updated.

[Walker White]

@Carlos Faddul interesting idea,and I could see adding a resolution Resolved by Cuatomer and not re-opening an issue on comment with that.  But that would also prevent any issue resolved by customer from re-opening. Which is probably okay.