Automation to change status every time service desk customer adds a comment

Dominik_0b7x6s

I have an Automation to change the status from "Waiting for Customer" to "In Progress" if a service desk customer adds a comment to the issue.

This works. But when I ask a question to the customer and put it manually back to "Waiting for Customer", the status does not change if the customer adds a new comment to the issue.

The goal would be to have the status automatically changed every time to "In Progress" when the issue is in "Waiting for Customer" and the customer adds a comment, not just the first time.

Any hints?

Neil Fletcher

Hi @Dominik 

Here's a rule I use, you might be able to adapt it to suit.

Basically, if the status has been set to Pending or Completed, then a Customer adds a new comment, it updates the status to Work in Progress and adds a new comment