Automatically Change ticket status when email received

Question

Hello all,

Is there a way to setup Jira to automatically change the ticket status, when a customer comment is received.

For instance, we'd put our ticket 'Waiting for Customer' then, when a  customer replies, we'd need this to change to 'In Progress'.

Thanks!

SHADOW_y8z94h · Answer

I am using this free plugin: https://marketplace.atlassian.com/apps/1211836/automation-for-jira-server-lite

I've set up a pretty simple rule that looks something like this:
When a new comment is added to the request,
And this comment was added by "ticket author"
And the ticket is in the "Waiting for Customer" status
Change status to "in progress"

In this plugin, you can configure various rules in the graphical interface, choosing the actions you need and building a sequence from them. you do not need to know scripts and programming languages.

Jean-Philippe Comeau_8v2ifw · Answer

Hey Lewis!

This can be setup in your workflow using the Automations.

https://support.atlassian.com/jira-service-management-cloud/docs/available-preset-automation-rules/