Set a condition that differentiates whether a comment was generated by email or written directly

[David Friedrich]

Jira Automations: Is there a way to set a condition in a rule that differentiates whether a comment was generated by email or written directly in the ticket?

[David Friedrich · Accepted solution]

Found the solution myself:

Only comments created by email contain the property

sd.comment.email.email.list

[Jack Brickey]

Awesome @David Friedrich @thanks for sharing!

[John Funk]

Well done, sir!

[Jack Brickey]

Hi @David Friedrich , I do not believe so but maybe you could explain your use case as there may be a different way to reach your goal.

[David Friedrich]

Hi @Jack Brickey , thanks for your quick response.

Usually if a public comment was written by a customer the status should change. If the comment was written by an agent the status should NOT change.

Works perfectly.

However, from time to time an agent forwards a received email (usually received from a customer) to Jira to add it as a new comment in an existing ticket. In this case the status SHOULD change although the initiator is an agent. 

Thank you!

[Jack Brickey]

Got it, thanks!

I know it isn't ideal but what about a process change that requires the agent to insert some unique text in the email that could then be checked by an automation condition?

[David Friedrich]

I understand what you're getting at.

It wouldn't be ideal, as the agents would have to be informed/trained first. It could also be forgotten. But technically it would certainly work somehow.

Thank you!