how to make rule for reopen the ticket?

[mshehba]

Hello Team,

I have a question related to rule "Reopen issue when the author comments".

The problem is when i closed the ticket and right after that user/ customer write any feedback comment on it. The ticket gets open again and move to in process, that's quit wierd. i want to excute that rule but with the limited scope of comments like for normal feedback it should remain closed but if user/customer write some specific keywords in the comment i.e esclation, reopen , not satisfied with the support then it should get reopen, Is this possible?

If yes, then would appreciate your answers and feedback it. Thank you.

[mshehba]

Here are rules, i am using right now.

[mshehba]

@Mark Segall these are the rules i am using right now and all are activated.

[mshehba]

@Mark Segall These are four rules, i am working with and all are activated.

[Mark Segall]

Hi @mshehba and welcome to the community!

Yes, you can do this with an added advanced compare condition against the comment body that performs a regex for keywords.  If the regex doesn't match, the rule exits, otherwise it proceeds with the rule.  Here's an example where I'm looking for "reopen" in the comment body:

[mshehba]

Hi @Mark Segall Really appreciate your help on this topic.

I tried the same but it is not making any difference.

here is the result snap,

Would be glad to get the response on it. Thank you

[Mark Segall]

strange. This works in my test environment.   Can you please share a screenshot of the rule's audit log?

[mshehba]

@Mark Segall 

[mshehba]

i just change it and try to make a copy of your's. but this didn't make any difference.

[Mark Segall]

Your screenshot only shows that the rule has been configured.  That tells me it is not triggering.  What does the project scope look like?

[mshehba]

Screenshot of new Logs.

[mshehba]

@Mark Segall hello, what do you mean with project scope?

[Mark Segall]

Sorry for the delay (busy work week)

I see your log shows "No Actions Performed".  This means that the issue is failing a condition.  Can you please click the "show more" link and share the results so we can see which condition is failing?

Project scope is set under rule details.  However, I see that shouldn't be the problem based upon one of the later screen shots you shared.

[mshehba]

No worries, really appreciate your support on this topic so far. Here are the details of the audit logs

[Mark Segall]

According to the logs it looks like there's a user condition failing.  Make sure that the rule actor (on the rule details screen - Usually Jira Automation) has at least the following permissions in the project scheme:

• browse projects
• transition issues

[mshehba]

@Mark Segall i just change the actor from Jira automation, But there is no effect, if i did wrong please correct me. And please also guide with solution of user condition failing? Thank you.

[Mark Segall]

This one is a head scratcher.  The audit log is still showing a failed user condition when you changed the actor?

[mshehba]

Yes, it is still failing the user condition.

[Mark Segall]

And your rule is exactly the same as the one I shared or do you have additional conditions?  If the rule is different, please share a screenshot of all the rules so we can see if there's another tweak that needs to be made.

[mshehba]

[Mark Segall]

I just tweaked my rule in my test environment and it's working without fail each time.  The failed user condition is what's really stumping me with your flow.  I'm assuming you are able to manually transition the issue from Completed to Work In Progress without issue, correct?

[mshehba]

Yes its possible to manually transit it

[Mark Segall]

One item that looks off to me is the first condition.  "Satus is same Completed". Can you please share a screenshot of the details of that condition?

[mshehba]

@Mark Segall Details of the condition.

[Mark Segall]

I'm completely stumped on this one.  Every element of your rule looks correct, your workflow seems correct as well since you can transition manually to Work In Progress.  Unfortunately, we've exhausted every possible cause that I can think of.

[mshehba]

@Mark Segall hi is there any possiblity of arranging an online session for checking the jira settings and rule policies?