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How to set so Internal comments don't trigger automation rule

Michael Cheng_0142e4

Hi

We have a pretty standard automation rule set up.

If Status = A and comment is added, transition status to B and vice versa.

Only issue is that if you are in the back end and you do a internal comment, that also triggers this rule, ( even though users don't see the internal comment)

Is there a way around this. the only options for the "issue commented" trigger is "all comments"

Thank you in advance.

Kind regards

Mike

Accepted answers

Hana Kučerová

Hi @Michael Cheng ,

maybe you can add User condition to your rule, something like:

User: User who triggered the event

Check to perform: is a customer

All comments

Hana Kučerová

Hi @Michael Cheng ,

maybe you can add User condition to your rule, something like:

User: User who triggered the event

Check to perform: is a customer

Internal comment in Jira cloud? Maybe this is JSM? In JSM you can check for comments made by customers vs agents.

Michael Cheng_0142e4

Hi Hana

Isn't that only in legacy Automation?

And how does that differentiate an internal comment to reply to customer?

Hana Kučerová

Or alternatively you should be able to test, whether the comment is internal or not, see here.

Hi @Michael Cheng

Yes, and to what Jack suggests: If this is for JSM, please check {{issue.comment.internal}} as described here: https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--comment--

Kind regards,
Bill

Michael Cheng_0142e4

Thanks Hana, the linked article worked.

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