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Automation for Pending Customer Comment

Stefan Froehlich

Good afternoon all,

I am testing an automation that automatically sets the status of a ticket in Jira Service Management to "Pending Customer" when a "Reply to customer" is made by the Agent.

However, I noticed today that the automation seems to mess with the resolution comment so I would like to find a way to exclude the resolution comment from this automation but I don't know how I could do that?

Below is a screenshot of the automation:

Thank you for any advise!

Best,
Stefan

Comments

David Foote

By "mess with resolution comment", do you mean this triggers when someone resolves an issue and adds a comment at the same time?

Alan Bruce

There must be something in the Workflow transition that is updating the Resolution field.

Katherine Stevens

Hi. I'm not sure if this will help or not, but looking at your rule, the main action is for ALL comments. Maybe change it to one of the other options.

If you want it to clear the resolution, you can do that via post function in the workflow.

Lewis Cook_vntdgk

Hi Stefan,

You can adjust the trigger so that "Comment is the main action". Which should make a comment during a transition not trigger the rule allowing the issue to be resolved and not move to "Pending Customer".

I'm assuming that's what you meant in your post.

Thanks

Lewis

OP_jgaji0

I'd also suggest you to think twice before applying such a rule. We decided not to, because at times, agents respond to customer with something like "thank you for the information, we'll investigate" and you don't want to set those tickets to "Pending customer".
I've sadly seen it too often as a customer and this really bugs me when service organisations do that. I'd rather leave status change as a conscious decision of the agent.

Lewis Cook_vntdgk

I got around this by adding a circular transition of "Customer Update Only" from any status to any status.

Combined with the "Comment is main action" trigger for the automation it allows the service desk to comment and push to pending customer or simply provide an update and leave the ticket in it's current status.

BJ Boehm

Agreed. It's a nice automation "idea" but when I start a ticket I'll tell someone that I am working on it and let them know when I am done. But want that to stay "work in progress" so a hashtag would be best in this case. Like

Have you tried turning it on and off again?
#cp (for customer pending, they won't know what cp means so they won't care, if you put #pending, they might think it's pending and you aren't working on it or something....)

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