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How to change status of ticket when "share with customer" is clicked

richard miller

In some cases our tickets get quite long and our service agents do not always scroll to the top of the ticket to click on "respond to Customer" to change the status of the ticket. Instead they just click "share with customer" after they add a comment.

I want the action of clicking on the Share With Customer button to change the status of the ticket to "Waiting for Customer" automatically. I tried an automation rule but I think it is only looking for the "Respond to Customer" button at the top of the ticket.

Anyone else know how to do this?

Service Desk Automation Rule 1.JPG

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Chris Dunne

I believe it should be possible to do with automation rules.

Can you share your automation rule with us?

Screenshot?

Chris

richard miller

Here is a screen shot of our automation rule. Service Desk Automation Rule 1.JPG

richard miller

It is the first line of the rule that works fine for the "respond to Customer" button, but does not work for the "share with customer" button

richard miller

Added screen shot

Let me know if you need more information and thanks for the reply!

Chris Dunne

I'm using JIRA Service Desk cloud and this works fine for me. But I do not see a Respond to Customer button; only a Share with Customer button underneath the comment box.

richard miller

Well the Respond To customer is part of our workflow that we created for our tickets. Which I can add a screenshot for this as well.

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