Automatically transition back to in-progress after customer comments when status waiting for custome

[Luka Urushadze]

Hello everyone,

I need the work item to transition back to in-progress, but only when customer comments.

With current automation, there's no way to differentiate between customer and internal comments, therefore it's always transitioning regardless of if it's customer comment or someone else.

All the previous answers in community are not usable anymore, since the legacy automations (which allowed differentiation between internal / shared comments) or working workflow properties are not available anymore, but this seems like a such an expected feature that I can't believe it's not possible anymore.

Can anyone help me with this?

Thanks a lot in advance!

[Bill Sheboy]

Hi @Luka Urushadze 

With the Issue Commented trigger, have you tried using the {{comment.internal}} smart value to detect that?

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--comment--

Kind regards,
Bill

[Christopher Yen]

Hi @Luka Urushadze 

We use a rule that does exactly that, you can reference our rule here.  Main things to note is the comment trigger and user condition 

[Josh]

@Luka Urushadze a less elegant solution, but slightly easier to implement if you're not familiar with smart values, would be to use the "Comment is the main action" rule trigger. You can then add condition elements for:

1. Status = Waiting for Customer
2. Initiator = Initiator is a customer

Then you can have an action element to transition to the desired status.

If you're dealing with multiple workflows or multiple original statuses can transition to the Waiting for Customer status, you likely would want to take a smart value approach.

[Luka Urushadze]

Hi @Josh

that's what I've done now, but it's transitioning when we don't want it too - when agents comment.

How do we use smart values?

[Josh]

@Luka Urushadze there's a lot of documentation regarding smart values and Automation here: Smart values in Atlassian Automation | Cloud automation Cloud | Atlassian Support