E-mail comments not triggering comment added automation (JSD)

Question

I'm having trouble with e-mails comments and automations.

I have an automation that runs based on the comment added trigger, to make a transition when my customer adds a comment.

After a long time trying to make e-mails turn into a comment, it turned out that the automation doesn't even register the comment in the log. My transition does not occur either.

Does someone know what can be done?

Thanks!

Rilwan Ahmed · Answer

We too have same issue in JSD 4.13.1. E-mail comments not triggering comment added automation rule

Jeff Santos_k2jdal · Answer

The details are also correct.

The problem is that the comment doesn't seem to be triggering the automation when it comes from e-mail.

When the automation is triggered, the rule works great, regardless if it fails the condition or not.

In the screenshot examples, the condition failed because it was triggere by my user, which is not a customer.

The comment added by the customers through e-mail are not shown for some reason.

Jack Brickey · Answer

so what does the "Show details" convey? I would expect that a green check would be on the when trigger but fail on the IF condition if user is not a customer or issue didn't match status.