Can we set up an automation to change the ticket's status based on "Add internal note" and “Reply t”

[Benjamin Zhou]

In JSM, if there is a ticket, as the ticket processor, in "Add internal note" if I input some comments, I want the status of ticket will be set to "in progress".  in "Reply to customer", if I input some comments, I want the status of ticket will be set to "waiting for customer".  Is it possible to do this?

[Alan Bruce]

Automation can do this easily enough. One caution though -> Make sure your agents understand this automated process change. We implemented this in our environment and ran into a handful of situations where the agent was just adding notes to the ticket and it changed the status automatically but the agent did not want the status to change.

[Arkadiusz Wroblewski]

Hello @Benjamin Zhou 

As @Ash H_  mentioned, you can handle this natively with Jira Automation without needing an extra app.

You will just need two rules triggered by a new comment. For internal comments, set the condition to Comment visibility = Internal and transition the issue to In progress. For public comments, set it to Public and transition to Waiting for customer.

Before enabling them, verify that your workflow allows transitions into these statuses and that no required fields or validators will block the automation. If anything fails, the automation audit log will show you exactly what went wrong.

That from my Screenshot could be Example for for an Action after Internal Comment (Status are just one of my Random)

For a public customer reply, compare it to false

Best,

Arkadiusz🤠

[Ash H_]

Hi @Benjamin Zhou

I'm Ash from Appfire. 

 In a native JSM environment, you can often achieve this using Jira Automation. For example, you can set up a trigger for "Issue commented" and then use a "Compare condition" to check the "Comment visibility." If the visibility is set to "Internal," you can transition the issue to a specific status like "In Progress." Conversely, if the comment is a public reply to the customer, you might transition it to "Waiting for Customer." This helps keep your queue organized without manual status updates, though native automation can sometimes be limited if you need to handle complex logic or specific event-based triggers across multiple projects.

If you find you need more flexibility or advanced control over these transitions, Jira Miscellaneous Workflow Extensions (JMWE) is a great way to handle this. Based on the public documentation, JMWE includes "Event-based Actions" that can be specifically configured to trigger when an issue is commented on. You can set up a rule that listens for a comment and then executes a "Transition Issue" post-function. This is particularly helpful because it allows you to distinguish between internal notes and public replies with high precision, ensuring the ticket moves to the correct status every time. It’s a powerful way to automate those repetitive status changes and ensure your team’s reporting stays accurate without extra manual effort.

Hope it helps!
Ash