Task transition when adding a comment

Question

Hi !
I'm trying to try using Jira Service Management to sort and track user requests. Tasks are created based on incoming mail.
If users select "reply to message" in the mail, then jira does not receive a new task, but a comment is added.

I added a "Solve this problem" - "SOLVED" - "Return to review" transition.

Added a post function in the "Return to review" section.
"Fire a Issue Comment Edited event that can be processed by the listeners."

I also tried to put "Fire a Issue Commented event that can be processed by the listeners." but transition doesn't work.

But the transition still doesn't work. What am I doing wrong?

Jens Schumacher - Released_so · Answer

I'm unsure what you are trying to achieve with the "issue commented" post function. Post functions are called after a transition, they do not trigger transitions.

Here are a couple of links describing how to trigger a transition when a comment was added to a ticket:

https://support.atlassian.com/cloud-automation/docs/transition-an-issue-with-automation/

https://community.atlassian.com/t5/Marketplace-Apps-Integrations/Transition-Issue-when-reporter-adds-comment/qaq-p/1095140ß

Hope this helps,

Jens

Ilya_a6cngs · Answer

Thanks for the info! Unfortunately, the transition does not work for me at all. Maybe this is due to the fact that the comments are collected from the mail.

I added the "Issue commented" post-function and "Service Desk Customers can execute this transition" conditions.
In this case, the task remains with the "resolved" status anyway, and comments continue to be added to the task.

Jens Schumacher - Released_so · Answer

Have you tried using Jira Automation to transition the issue?

Here is a similar post that might give you an idea how to solve your issue: https://community.atlassian.com/t5/Jira-Software-questions/Automation-rule-for-transition-quot-Issue-commented-quot/qaq-p/1699927