If an issue is commented on when transitioning

Mikel Whipple

I am working on a new workflow where a ticket is assigned after it is submitted, when an agent or a supervisor assigns the ticket the transition screen has an opportunity for them to add a "reply to customer" or internal comment, if the comment for reply to customer is blank or if they write an internal comment I want the automation to email the customer to let them know the ticket has been assigned but if they did add a comment to "reply to customer" this does not need to run because the comment will trigger to the customer. 

My question is what action in the automation would I use? 

Jehan Bhathena

Hi @Mikel Whipple ,

Tried out the below automation and it seems to fit the use case you've mentioned:

NOTE: I had a screen that asked the user to fill out a comment during transition from "Waiting from Customer" to "Escalated"

• Trigger: Issue transitioned
• IF: {{comment.last.internal}} equals True (https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/#--comment--)
• Action: Send a mail, or Add Public Comment

Hope this helps.