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Changing the status when replying to a client

yuriy.shilin

Good day everyone, maybe someone has met with this situation and can share their experiences, I will be happy to see any comments.

The situation is such, I have made automation, that when the agent answers the client and sends a comment through a line "Reply to customer", then automation changes to the status pending and in the opposite direction, when the client writes the answer from a portal or from mail, then the status changes to working, but the problem is that when writing an internal comment in the field "Add internal note".

In automation I set the first condition in the rule that "The main action is a comment", probably because of this very problem, but without this field the rule will not work.

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Mark Segall

Hi @yuriy.shilin and welcome to the community!

In general, if you're using Jira Service Management you'll be able to delineate between public/internal comments by using an advanced condition:

{{comment.internal}}
Equals
True/False

If you're trying to do something else, please share a screen shot of your rule so we can have a bit more context on the issue you're facing.

yuriy.shilin

Can you tell me where to enter this parameter?

Mark Segall

In your automation rule, you can create a new Advanced Compare Condition. This is where you would enter the detail shared above.

It may help if you share a screenshot of your rule so I can make sure I'm leading you in the right direction. Also, please confirm that this project is Jira Service Management as my answer will only apply to that type of project.

yuriy.shilin

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