in Jira Service Management, is this why the comment>status change automation is not there?

[Alejandro K. Brown]

Hello!

Have JSM for years for our IT Dept, The default (now "classic") automation was included so when a comment was made to the ticket, it would change the status to "Waiting for customer" if a staff member commented. And "Waiting for Support" if a non-staff member commented.
Simple, sweet. Didn't have to touch a thing. It was already there, and it worked.

This Year, had to create new proj-SPACES for new support teams. And noticed that the "comments can automatically change ticket status" default automation was not there.

Is this why? Because they are no longer there/created by the system when a new space is created in modern JSM?
What are system rules in Atlassian Automation? | Cloud automation Cloud | Atlassian Support

Thank You kindly in advance and be well.

[Rock · Accepted solution]

Yes, this change is due to the move from classic to modern JSM projects. In classic projects, default automations like “comment triggers status change” were automatically included. In modern projects, these system rules are no longer created by default for new spaces. You’ll need to manually add or recreate that automation in your new project using Jira Automation. Look under Project Settings → Automation → Create Rule and set the trigger as “Comment added” with the appropriate status change actions.

[Alejandro K. Brown]

Thank You kindly for the answer and information Rock.

Sad to hear, as our automation runs are approaching hitting monthly limits we didn't even know we had. UUUGH.

Take care and be well!