How can I get ticket changed to status IN WORK from DONE?

Hello.

How can I get ticket changed to status IN WORK from DONE when client's new comment received (automatically)?

Example situation: ticket has been done, but user answers that the ticket not done. How to change ticket status to IN WORK automatically?

Thank you.

1 answer

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Answer accepted

If you are using Jira service desk, do the following

Go to Your Project/Project Setting/Automation page
Create a new custom notification
Give it a name and the following parameters: If (issue commented), When(status=done And user is customer - check for the non-agent condition here as I don’t know this scond part by heart), Then(transition issue=name of transition to perform).
Save this.

Now when a user comments and the person is a customer then the tocket should be transitioned.

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That's great! Thank you, Ismael.

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