How can I get ticket changed to status IN WORK from DONE?

Andrey Naumov_d0bsf3

Hello.

How can I get ticket changed to status IN WORK from DONE when client's new comment received (automatically)?

Example situation: ticket has been done, but user answers that the ticket not done. How to change ticket status to IN WORK automatically?

Thank you.

Ismael Jimoh

If you are using Jira service desk, do the following 

1. Go to Your Project/Project Setting/Automation page
2. Create a new custom notification 
3. Give it a name and the following parameters: If (issue commented), When(status=done And user is customer - check for the non-agent condition here as I don’t know this scond part by heart), Then(transition issue=name of transition to perform).
4. Save this.

Now when a user comments and the person is a customer then the tocket should be transitioned.