How can I get issue status to change after customer comments or replies via email

Question

I am 99% sure this happened originally on the default workflow etc, but various edits to work flows and screen schemes must have kicked it off.

I want to get the status of an issue to automatically revert back to 'waiting for support' when the customer replies or comments on an issue.

Currently, you reply to a customer, and then have to change the status... 2 jobs! It is minimal extra work but sometimes it gets forgotten, and also the customer gets two notifications - 1 for comment and 1 for status change, which can be a bit confusing for them. Some of my team have been visiting each ticket to check for a comment from the customer, because the status has not changed!

Surely I can get it to do this without an automation?

Dirk Ronsmans · Answer

Hey @Jack Howard ,

thats all normal. A rule will always execute as a user. Either you can specify a user or like you did set it as the user who performed the action that triggered the rule.

Jack Howard_ton4h6 · Answer

Thanks @Dirk Ronsmans

I have successfully done the rewrite, except now it shows in the activity history on each issue, that a user has made this change. Is that normal?

I have gone to options, 'run rule as', and then selected user who triggered rule.

I'm sure this wasn't how it ran before... I may be wrong.

Dirk Ronsmans · Answer

Well it used to be called just ‘Automation’ but then they added the now ‘Automation’ and renamed the old one to legacy automation.

If you are stuck on the rewrite feel free to reach out again!