When responding projects email, customer autom add a word to the issue title/automations don't work

[Vera Valshonok]

A Jira project customer has an automatic system on their side that adds a word to a title of a ticket email when they respond to a Project Jira email.  

Our company Jira automation does not work because the title of the ticket is changed by the customer in the email. How can it be fixed.

From our side we want an automaton: when customer responds to Jira email, to add this response as a comment to the ticket and according to a comment, transition the ticket to other status by the workflow.

[Anthony Morais · Accepted solution]

Hi @Vera Valshonok 

You can use this automation, just make sure that the Summary field is not empty and that the comment is only from the customer, and then transition to the desired status.

I hope it solves!

Regards,

Anthony

[Vera Valshonok]

@Anthony Morais Thanks you! The issue got fixed by itself, this was not the reason we got an error, but I will use your suggestions next time we get such an issue.