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Bug
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Resolution: Fixed
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Low
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3.2.0, 3.2.1, 3.2.2, 3.2.3, 3.2.4, 3.2.5, 3.4.0
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Severity 2 - Major
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45
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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
- Create a Service Desk project from the Sample data.
- 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
- Create a Service Desk issue from JIRA.
- Assign the issue to yourself.
- Resolve the issue by clicking on the Resolve this issue transition button.
- Insert a comment and click on the Resolve button.
- 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.
- is a regression of
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- Closed
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- is related to
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- Closed
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- relates to
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- Closed
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JSMDC-501 You do not have permission to view this issue
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[JSDSERVER-4348] Automation Re-open on comment immediately when an issue is resolved with comment added
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.
This is not possible to fix but in an upcoming release, that currently seems like will be 3.6.0, there will be a new IF condition that only passes if the Comment is the primary action of the event. That is, if the comment is part of a broader issue change (such as transitioning an issue) then it won't pass.
If this IF condition is added to your Reopen on comment rule, then it will not fire when the comment is added as part of a transition, but will still fire when a comment is added on its own.
Matt
JIRA Service Desk developer
Eric Schwab
added a comment - Hello JIRA team,
please make sure to fix this with the next patch. 
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.
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.