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Status change when Replying to Customer (not work on Internal note)

Faizan Iftikhar

Dear Members,

Stay Safe!!

When comment is added to Reply to customer (not as an internal note) then status will change otherwise if comment added as internal note, status will remain as it is.

Techies, what condition needs to apply here to achieve task.

Thanks in Advance!!

Screenshot 2021-07-28 131205.png

Accepted answers

Gaurav_0av1h6

Hello @Faizan Iftikhar

This is a very interesting and relevant use case. This can be achieved using Automation which is triggered any time a comment is posted.

Please refer the screen shot below for the details of the automation. The issue can be transitioned to a status as per your specific requirements.

Kindly let me know if this helps or if you have any further questions.

Customer Reply Transition.JPG

All comments

Gaurav_0av1h6

Hello @Faizan Iftikhar

This is a very interesting and relevant use case. This can be achieved using Automation which is triggered any time a comment is posted.

Please refer the screen shot below for the details of the automation. The issue can be transitioned to a status as per your specific requirements.

Kindly let me know if this helps or if you have any further questions.

Customer Reply Transition.JPG

Faizan Iftikhar

Thank you @Gaurav for your help !! It works

Where i can find JQL condition i.e. {{comment.internal}} please let me know

Faizan Iftikhar

In vice versa, what will be the condition if customer reply back and status auto change to Pending or etc.

Please comment @Gaurav

Gaurav_0av1h6

Hello @Faizan Iftikhar

{{comment.internal}} is smart value. Please refer the attached screen shot reflecting the usage in JQL.

Let me know if this helps or if you have any further questions.

Smart Value Condition.JPG

Faizan Iftikhar

Hi @Gaurav it works, i have add condition. Since i am new in JIRA, need to know where i can find smart values to be used in JIRA for other automation.

Please Guide

Faizan Iftikhar

In vice versa, what will be the condition if customer reply back and status auto change to Pending or etc.

Thanks in Advance!!

Gaurav_0av1h6

Hello @Faizan Iftikhar

As we are checking if the comment is internal or not, the system would treat all comments from customer as failing the condition and move the ticket to Pending status.

Also, the link to Atlassian documentation related to smart values is here.

Faizan Iftikhar

Hi @Gaurav

Inconvenience regretted so bother again

Rule is getting error and in same condition sometime is passed, PFB error snap. Please guide

Thanks in Advance !!

Gaurav_0av1h6

Hello @Faizan Iftikhar

From the error message, it looks that the status 'Waiting for Customer' is either not applicable to the issue EFCS-208 or there is not transition to it from the current status.

Kindly check the workflow which is applicable.

Let me know if this helps or if you have any further questions.

Karen Dyer

This might be late for Faizan, but if anyone else is looking for smart values, here's a place to start:

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/

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