Automation Transition on comment - workaround ?

Question

Hello:

Is there any way that when a customer responds, the ticket does not transition to "Waiting for support", but transitions to the status it was in before "Waiting for Customer"

I mean that for automation, instead of making an issue return to a specified status , but rather roll back to the previous status.

Jack Brickey · Answer

Hi @Sofia Quintero , you could achieve this via automation in conjunction with a custom field (previous status). Actually two rules...

Rule 1 - Record previous status

Rule 2 - transition back to previous status on comment

you might read this previous post - How-can-I-record-the-last-status

if this option is not too complex/undesirable and you have trouble setting it up LMK.

Sofia Quintero · Answer

Thank you for answer @KAGITHALA BABU ANVESH  but i think this doesn´t apply to my doubt.
What i need, is find a way to make issue transition to the last status, not the "especified status" on the automation, making like a roll back maybe.

KAGITHALA BABU ANVESH_z1zl10 · Answer

Hi @Sofia Quintero ,

Someone raised same concern, please check the below

https://community.atlassian.com/t5/Jira-Service-Management/How-to-change-the-status-if-some-one-add-a-comment-to-the-issue/qaq-p/694236

Thanks.