Automation to transition ticket when a Collaborator comments

Melissa Martin

I have an Automation that will transition a ticket to "Approved" if a comment containing "Approved" is added to the ticket (details below)

  When:
  Comment Added

  IF:
  Issue matches: Status = "Waiting on Approval"
  Comment contains "Approved"

  Then:
  Transition issue to Approved

The only people I want to be able to approve are in the Collaborator role. I do not want the Reporter to be able to approve their own ticket. I was thinking I could added the condition "IF User type is Not a Customer" to prevent this, but there is a chance the Collaborator might be CCed as a participant on the ticket.

Question:
Is a ticket participant considered a Customer even if they are in the Collaborator role? If so, what other condition can I add to prevent the reporter from self-approving their own ticket?

Petter Gonçalves

Hello Melissa,

Can you please confirm if you are using JIRA Cloud or Server?

Since collaborators can only perform internal comments, you can use the condition comment is internal to ensure the person which is adding the comment is a collaborator:

The condition above is available on Cloud and most of the JIRA Server versions.

Please, let us know if this information helps.