Ticket status change when comment added

Question

Hi all, I am new to Jira and the automation part so I apologize in advance if this comes off as a basic question. I have been digging through Jira automation stuff and I cant seem to figure out what I am trying to do exactly. Basically what I want to happen is this. Lets say I have a ticket that is in the "Waiting for Customer" status. When the customer responds, I want that ticket to automatically change the status from "Waiting for Customer" to "Waiting for Support". I can see the conditions in the new automation rule setup, but I cant seem to find where to change the status of the ticket once the user has responded. I would like the same to happen when I respond and have the status change to "Waiting for Customer".

Fabio Racobaldo _Catworkx_ · Answer

Hi @Jasun Aubert ,

welcome to the Atlassian community.

This should be the automation for your requirement

When a Customer comment and ticket is in Waiting for Customer, issue will be automatically transitioned to Waiting for Support and viceversa.

Hope this helps,

Fabio

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

In your automation actions, look for "transition an issue".

Status is not really a field, it is a display of where an issue is in the workflow.  Issues undergo transitions to move through their workflows, and a transition will (almost always) change the status.