nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Can customers respond to a request by email?

ARIEL SALOMON

Hello Please I wanted to see the following. Actually the comments are added to the subject but the isue is not updated to waiting for support, and when I reply an isue it is not automatically passed to waiting for customer. could you please help me ?

Ariel

Thanks

Accepted answers

Angélica Luz

Hello Ariel,

Welcome to Atlassian Community!

As per the details you provided, it seems that the automation that changes the status is not working properly.

By default, when the project is created this automation is also created. Please, go to Project settings > Automation and confirm if the rule "Comment updates reply status" is there.

If the automation was created, then check the logs to confirm what is happening.

Screen Shot 2020-06-01 at 10.04.09.png

On the next page, you can see if the automation failed or not and click on "Show details" to see what happened.

If the automation doesn't exist, please create one.

Screen Shot 2020-06-01 at 10.00.25.png

Screen Shot 2020-06-01 at 10.00.57.png

Regards,
Angélica

All comments

Angélica Luz

Hello Ariel,

Welcome to Atlassian Community!

As per the details you provided, it seems that the automation that changes the status is not working properly.

By default, when the project is created this automation is also created. Please, go to Project settings > Automation and confirm if the rule "Comment updates reply status" is there.

If the automation was created, then check the logs to confirm what is happening.

Screen Shot 2020-06-01 at 10.04.09.png

On the next page, you can see if the automation failed or not and click on "Show details" to see what happened.

If the automation doesn't exist, please create one.

Screen Shot 2020-06-01 at 10.00.25.png

Screen Shot 2020-06-01 at 10.00.57.png

Regards,
Angélica

ARIEL SALOMON

Hola Angelica

Thank very much. I was the solution

ARIEL SALOMON

Please I have another question ?

Good afternoon, I wanted to know what this message is about

Las notificaciones por correo electrónico están desactivadas hasta el 11/Jun/20

Has enviado el número máximo de notificaciones de 12 hours para tu plan. Actualiza para seguir colaborando con tu equipo.

And if the messages that you replied did not reach the clients or would arrive later

Regards

Angélica Luz

Hello @ARIEL SALOMON,

I saw that you created a ticket with our support regarding this issue and they already helped you.

If there is anything else we can do, please let us know.

Regards,
Angélica

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