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  1. Jira Service Management Cloud
  2. JSDCLOUD-4348

Automation Re-open on comment immediately when an issue is resolved with comment added

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      NOTE: This bug report is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding bug report.

      Issue Summary

      If there's an Automation rule to reopen a case on comment, resolving a case with comment will cause the issue to be reopened immediately after resolving it.

      Steps to reproduce

      1. Create a Service Desk project from the Sample data.
      2. Create an Automation Rule to run as project default and enable the rule.
      • WHEN: Comment is added
      • IF: Issue matches: Status = "Resolved"
        Comment is public
      • THEN: Transition issue: Reopen issue
      1. Create a Service Desk issue from JIRA.
      2. Assign the issue to yourself.
      3. Resolve the issue by clicking on the Resolve this issue transition button.
      4. Insert a comment and click on the Resolve button.
      5. Refresh the page.

      Expected Result

      Issue stays Resolved based on selected resolution.

      Actual Result

      Issue is reopened. Checking on the issue history, issue was resolved and then reopened.

      Workaround

       You have to add the IF condition "Comment is primary action" to your automation rule

       

            [JSDCLOUD-4348] Automation Re-open on comment immediately when an issue is resolved with comment added

            Jeffrey Bistrong added a comment -

            i solved this with the following jql logic: "resolutiondate <=-1m"

            Jeffrey Bistrong added a comment - i solved this with the following jql logic: "resolutiondate <=-1m"

            Mack Baczynski added a comment -

            With the push to the new Project Automation, I tried to build this out there, but I can't find an equivalent for IF the "comment is primary action" within that configuration. I'm sure I'm missing something. For the time being, I've got this turned on in legacy automation.

            Mack Baczynski added a comment - With the push to the new Project Automation, I tried to build this out there, but I can't find an equivalent for IF the "comment is primary action" within that configuration. I'm sure I'm missing something. For the time being, I've got this turned on in legacy automation.

            Dominik Franke added a comment -

            If you have that problem, please use the if condition as described in the workaround section of the description.

            Dominik Franke added a comment - If you have that problem, please use the if condition as described in the workaround section of the description.

            Luca Sokoll added a comment -

            Is there any movement on this please? This bug means we can't use the new portal transition feature at all whilst having the automation enabled to reopen on customer comment.

            Luca Sokoll added a comment - Is there any movement on this please? This bug means we can't use the new portal transition feature at all whilst having the automation enabled to reopen on customer comment.

              dfranke@atlassian.com Dominik Franke
              michin Michelle Chin
              Affected customers:
              9 This affects my team
              Watchers:
              17 Start watching this issue

                Created:
                Updated:
                Resolved: