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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-4348

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

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      Description

      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.

       

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              Assignee:
              mmcmahon Matthew McMahon (Inactive)
              Reporter:
              michin Michelle Chin
              Votes:
              17 Vote for this issue
              Watchers:
              23 Start watching this issue

                Dates

                Created:
                Updated:
                Resolved: