Question about changing status of a ticket

[Bart Heytens]

When a ticket is created, an automation links an executor (Assignee) and gives that ticket the status ‘waiting for support’.

When that performer (Assignee) answers the ticket via ‘reply to customer’, that ticket gets the status ‘waiting for customer’.

So far, everything is ok.

In a certain automation, a ‘request participant’ is assigned (a second person).

When that person (request participant) answers the ticket via the ‘reply to customer’, the status does not change, it remains on ‘waiting for support’.

Can this somehow be adjusted so that this ticket then also gets the status ‘waiting for customer’.

[Manoj Gangwar · Accepted solution]

Hi @Bart Heytens Welcome to the community!

You may create another automation for this like below:

• Trigger: Issue commented
• Condition: If the commenter is a Request Participant
• Action: Transition the issue to "waiting for customer"

[Bart Heytens]

What must i choose now?

[Bart Heytens]

what must i choose now?

[Manoj Gangwar]

[Bart Heytens]

I've made this rule (cfr picture jira_rule).

I'm a request participant in a ticket (cfr picture jira_ticket1)

I've replied to the cutomer (cfr picture jira_ticket2)

But the status of the ticket doesn't change to 'waiting for customer'.
What did I do wrong?

[Bart Heytens]

I've made this rule (cfr picture jira_rule).

I'm a request participant in a ticket (cfr picture)

I've replied to the cutomer (cfr picture)

But the status of the ticket doesn't change to 'waiting for customer'.
What did I do wrong?
Please, can you help me?