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  1. Jira Service Management Data Center
  2. JSDSERVER-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 Server. Using JIRA Service Desk Cloud? 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

      Cloud:

       Add the IF condition "Comment is primary action" to your automation rule

      Server:

      Currently there is no workaround.

       

          Form Name

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

            Bruno Moreira made changes -
            Remote Link Original: This issue links to "JSDS-501 (JIRA Server (Bulldog))" [ 285659 ] New: This issue links to "JSMDC-501 (JIRA Server (Bulldog))" [ 285659 ]
            Owen made changes -
            Workflow Original: JSD Bug Workflow v5 - TEMP [ 2304015 ] New: JAC Bug Workflow v3 [ 3126182 ]
            Status Original: Done [ 10044 ] New: Closed [ 6 ]
            Owen made changes -
            Symptom Severity Original: Major [ 14431 ] New: Severity 2 - Major [ 15831 ]
            Matthew McMahon (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Awaiting Release [ 11372 ] New: Done [ 10044 ]

            Matthew McMahon (Inactive) added a comment -

            This has been fixed in 3.6.0, however by default it will only apply to new automation rules created from blueprints.

            The fix does not alter existing automation rules.

            In order to apply this to your existing projects, please alter the relevant rules to include the IF condition that Comment is the primary action.

            Matthew McMahon (Inactive) added a comment - This has been fixed in 3.6.0, however by default it will only apply to new automation rules created from blueprints. The fix does not alter existing automation rules. In order to apply this to your existing projects, please alter the relevant rules to include the IF condition that Comment is the primary action.

            Niclas Hugosson added a comment -

            Hi there!

            I just noticed that it wasn't included in the 3.6.0-release, not even in the 3.6.2?

            What's the holdup?

            This feature is really needed to get the smoothest operation as possible.

            Niclas Hugosson added a comment - Hi there! I just noticed that it wasn't included in the 3.6.0-release, not even in the 3.6.2? What's the holdup? This feature is really needed to get the smoothest operation as possible.
            Bugfix Automation Bot made changes -
            UIS Original: 52 New: 45
            Bugfix Automation Bot made changes -
            UIS Original: 60 New: 52
            Bugfix Automation Bot made changes -
            UIS Original: 69 New: 60
            Bugfix Automation Bot made changes -
            UIS Original: 59 New: 69

              mmcmahon Matthew McMahon (Inactive)
              michin Michelle Chin
              Affected customers:
              17 This affects my team
              Watchers:
              24 Start watching this issue

                Created:
                Updated:
                Resolved: