How to change status after comment - transition to Software project

Ondrej Holubovsky

Hi everyone,

We have 2 projects and I'm struggling with creating these automations.

 

I have one automation for changing statuses based on trigger issue. This works fine with manual input but not with automation.

 

Second, change the ticket status to "in progress" whenever a customer comments. 

 

The issue is that the second automation changes the status only in the service desk even though I tried to add the step to change the status in the linked issue.

 

Any ideas on how to solve it?

Stephen_Lugton

Hi @Ondrej Holubovsky 

If I'm reading this correctly, you have 2 automation rules:

1. Change the status of a ticket to in progress when a comment is added
2. Transition linked tickets when a ticket is transitioned

What you want is for the second rule to run after the first rule, but this isn't happening.

If I understand the issue correctly then the problem is that your 2nd rule isn't set up to trigger from your first rule.  

To change this go to your second rule details and at the bottom of the options check the box for 'Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.'

The other option would be to combine the rules into one.