How to set automation rule to move status of the issue automatically?

Question

Hello Team,

How to set an Automation rule such that when a comment is added by agent to require more information from the customer it should automatically move to "Customer follow up" status and when an comment is added in the issue it should automatically move to "To be Actioned" status.

Any quick suggestions will be helpful?

Thanks in advance

Tim Kopperud · Answer

Hi @[deleted], if I understand your question correctly something like this might do

You might change the filter (Initiator is not) to a more suitable filter, e.g., mathing only a certain agent group. Especially if other users (non-agent or non-reporter) are able to comment on the issue.

Also replace my

* Testing status with your own Customer follow up.
* In progress status with your own To be Actioned.

TimK.