Automation on tagged user

Matthew Young_4u23f6

Hello all,

I've been playing around with this automation for about two weeks, looked at dozens of posts on this forum, but still can't figure it out so I figured it was time to create my own post. What I'm trying to do is create an automation that transitions the status of a ticket when one of three users is tagged, and then transition again if any of those individuals replies.
For example...
If someone adds a comment and says "Hey @tomsmith, can you take a look at this" the status of the ticket would change to "waiting for response." Then if Tom Smith comments on the ticket saying "Looking at it now" the ticket would change to "in progress"
I'll post the whole automation below, but basically what's happening now is whenever the specific user comments it will satisfy both conditions and go from "waiting for a response" to "in progress" at the same time but I don't know why. Any help would be greatly appreciated!

When: Issue commented

Branch rule / related issues
For Current Issue

     User condition
     If: Initiator is

     Tom Smith
     Terry Shaw
     Cindy Lou

     Then: Transition the issue to
     In Progress

JQL condition
If: Issue matches JQL

comment ~ "tsmith" OR comment ~ "tshaw" OR comment ~ "clou"

Then: Transition the issue to
Waiting for Response

Bill Sheboy

Hi @Matthew Young 

For a question like this, it can help to post an image of your rule to provide some context and to confirm what you are trying to do matches what your rule shows.

I suspect that because you are using a branch, the processing is completing in the branch and then proceeding to do the rest of the logic.  Perhaps you want something like this:

• Trigger: Issue commented
• User condition: if user who initiated rules is in (your list of people)
• Condition (if/else): If status is ??? <<<- this may be a missing part of your rule for entry point checking
  • Action: transition to "waiting for response"
• Condition (else if): else-if status is "waiting for response"
  • Action: transition to "in progress"
• Condition (else): else ??? <<<- what do you do in this case?
  • Action: ???

If you specifically want to check the text of the comments (e.g. "can you take a look at this") you may add a Branch and Condition before each Action to transition.

Please also note: a rule like this can be a bit brittle, as your board and workflow outline your process, and now it is also couple to the rule.  Watch for them getting out of sync.

 

Best regards,

Bill