Changing a status when customer comment added

Question

Is it possible to change the status of a ticket ONLY when a customer comment is added.

My example is that I would like to change the status of a ticket to 'Waiting for Customer' only when a 'Reply to customer' comment is added but not when 'Add Internal Note' is used.

Can anyone help me? :-)

Joseph Chung Yin · Answer

@Emma Hamlin -

Please click on "Accept Answer" when you have a chance if my suggested solution resolved your ask.

Best, Joseph

Joseph Chung Yin · Answer

@Emma Hamlin -

Welcome to the community.

You need to take a look at your JSM project's default Automation setup -  Project settings >> Automation.

There should be an automation rule (out of the box) named - Transition on comment

In the rule definition, you can set the check for comment type to ensure that if the comment is "Internal", then don't transition the issue back to "Waiting for Customer".

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.