Automation question

[Nir Malchy]

I am using Jira Service Desk cloud and seeking an answer on how to automate this:

When a comment is made on a ticket:

• If the comment was created by NOT the assignee - Put a label on the ticket
• If the comment was created by THE ASSIGNEE - REMOVE the label on the ticket

My goal is this:
Whenever a comment is made on a ticket 'pop' it into the queue of the assignee.

Thank you!

[Gil · Accepted solution]

Either script runner or Automation for Jira (AJ).

I use AJ and it's easy enough to accomplish what you're trying to achieve.

If you have this addon installed, let me know and I can guide you.

[Nir Malchy]

Thank you, Gil!

Is that the addon you refer to? https://docs.automationforjira.com/

[Gil]

yes, that's the one.

[Gil]

Please reply if you need help to set up an automation rule using AJ.

[Nir Malchy]

Thank you! 

I'd like to get the addon first and then reach out.

Thank s again!

[Meg Holbrook · Accepted solution]

Hey Nir, I don't think you can accomplish this with out of the box issue automation, but I think it's possible with a service like Automation for JIRA or Scriptrunner. 

What are you trying to accomplish with the label? A more clear visual indicator of what needs to be responded to?

[Nir Malchy]

Thank you, Meg

Here is the basic structure of our Support Queues:

• Unassigned
• "My" Open  tickets
• "My" Unresolved tickets 

My goal is this:

If a comment is made on a ticket which is assigned to me, show this ticket in the "My" Open tickets" queue (as long as I, as current assignee, did not make the comment).

I think that relying on notifications in unsustainable with big amount of tickets.

The label is a way to try to implement and achieve the goal above;

My goal is to have any comment made by a user put a 'label' on the ticket.

The " "My" Open tickets " queue will display tickets with this label.