jira automation - closed or resolved but not reopen

[Gavin]

So I have an automation rule

1. when an issue is commented
2. if the status is closed or resolved.
3. reopen the issue

Which works great.

Unfortunately it works great if you only do one of those things separately.

Works

1. if you add a comment the this works then
2. close or resolve the issue.

Doesn't work

1. But if you
   • Click on the Resolve issue or Close where it gives you the option to do both comment and resolve/close  then it reopens the issue.
     • since it closes the issue first then adds a comment instead of adding comment first then closing the issue.

Is there a possibility to adjust the automation to take account of the way jira adds a comment so that it doesn't reopen closed/resolved issues?

[Rémy PREVOT]

Hello,

I'm facing exactly the same case. 

Have you found any solution working good to deal with the majority of the situations ?

Thanks

Regards

Rémy

[Gavin]

until the logic is resolved by atlassian the information dissemination is the only way to do this but that is sometimes in deaf ears.

So this issue is on going. 

[Bill Sheboy]

Hi @Gavin 

I do not believe you can alter the Jira behavior, but I wonder if you could instead select an appropriate time-delta and use advanced compare to the second triggering event to {{now}}.  That is, when the difference between resolved and {{now}} is above the threshold, reopen the issue.

That would require you to have extra rules for your re-open, due to the different trigger and condition (the time delta).

Kind regards,
Bill

[Gavin]

I thought of that also but my concern is users being users someone is going comment then close/resolve that issue within that threshold triggering a re-open or not reopen.  It's hard to catch all.

[Bill Sheboy]

Yup, definitely a possibility.

I wonder who the {{initiator}} is in the case where Jira does the comment after the resolve/close.  Perhaps try that and log it for a test/experiment.  If it is not a person, you could skip the re-open using a condition check.

[Gavin]

The thing is we are working the issue as a team so it can't be just the {{initiator}} who closes it it can be anyone.

[Bill Sheboy]

Hey, Gavin. 

What I meant was to use a user condition to exclude the Automation for Jira user and allow the others to proceed.  Sorry if that does not help with your use case.

[Gavin]

Thanks for the response.  But managing users adds an additional undesired overhead.