Automation - add comment without transitioning status?

Darryl St_ Pierre

We've recently started moving a lot of tickets around to different service projects. As a result, we have a lot of people replying via email to the original ticket which results in new tickets.

I created an Automation to add a comment to a ticket when it is moved from another project so that the Requester has an updated email to reply to with an updated issue number. The problem is when the comment is added, the ticket transitions to Waiting for Customer and it has to be manually changed.

Does anyone have a way to handle this, or a better approach to accomplish getting an updated email to the Requester?

Mark Segall

Hi @Darryl St_ Pierre - It sounds like you have an automation collision going on.  There's likely another rule that triggers on new comment added and that rule has the box checked to allow other it to be triggered by other rules.  I would first evaluate whether that rule needs to be triggered by other rules.  If not, uncheck the box and you're done. 

If you do need the rule to be triggered by other rules, you'll want to add a new condition to it.  In that case, I would recommend something like this:

1. On your issue Moved rule, add some type of tag (label, component) to the issue to indicate that it should not trigger the other rule
2. On your other rule, add an IF/Else condition that verifies the issue DOES NOT have the tag established in step 1.
   1. If tag exists - Remove it so that the rule does fire going forward
   2. If tag doesn't exist - Perform the transition