I am using Jira Service Desk cloud and seeking an answer on how to automate this: When a comment is made on a ticket: * If the comment was created by NOT the assignee - Put a label on the ticket * If the comment was created by THE ASSIGNEE - REMOVE the label on the ticket My goal is this: Whenever a comment is made on a ticket 'pop' it into the queue of the assignee. Thank you!

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Automation question

Nir Malchy

I am using Jira Service Desk cloud and seeking an answer on how to automate this:

When a comment is made on a ticket:

If the comment was created by NOT the assignee - Put a label on the ticket
If the comment was created by THE ASSIGNEE - REMOVE the label on the ticket

My goal is this:
Whenever a comment is made on a ticket 'pop' it into the queue of the assignee.

Thank you!

Accepted answers

Meg Holbrook

Hey Nir, I don't think you can accomplish this with out of the box issue automation, but I think it's possible with a service like Automation for JIRA or Scriptrunner.

What are you trying to accomplish with the label? A more clear visual indicator of what needs to be responded to?

Gil_2dvf2c

Either script runner or Automation for Jira (AJ).

I use AJ and it's easy enough to accomplish what you're trying to achieve.

If you have this addon installed, let me know and I can guide you.

All comments

Meg Holbrook

Hey Nir, I don't think you can accomplish this with out of the box issue automation, but I think it's possible with a service like Automation for JIRA or Scriptrunner.

What are you trying to accomplish with the label? A more clear visual indicator of what needs to be responded to?

Nir Malchy

Thank you, Meg

Here is the basic structure of our Support Queues:

Unassigned
"My" Open tickets
"My" Unresolved tickets

My goal is this:

If a comment is made on a ticket which is assigned to me, show this ticket in the "My" Open tickets" queue (as long as I, as current assignee, did not make the comment).