Automations to previous status

Question

Hello,

I'm wanting to set up an automation that is triggered by a response from a customer.

I need the response trigger the ticket status from 'awaiting customer' to the previous status it was in before being moved to 'awaiting customer'

Is this possible or I would I have to specify a status?

Thanks

Mel

Alex Koxaras -Relational- · Answer

Hi @Melissa Cross

You can achieve that easily by using a 3rd party app like JMWE.

In addition you could achieve that if there is an existing transition between the Waiting for Customer and the previous status, by acquiring the previous status and using smart values to transition the issue. Read this post https://community.atlassian.com/t5/Jira-questions/Automation-for-Jira-Transition-to-previous-state/qaq-p/1661089

Ivan Lima · Answer

I don't believe you can achieve that in one step, and you can likely implement that in a few different ways. One way would be by saving the previous status in a custom field or property and accessing it through the comment event. Assuming you saved the previous status and the transition is valid, you should be able to add it as a smart value to the transition issue action.