Automation to set a status when the customer replies in JSM?

Question

We have a JSM Customer Portal that customers log into to create and reply to tickets. We have a status of 'Customer Replied', which we are trying to set with automation if a customer replies, but the options seem very limited for the action and the if condition.

The closest I can get is the trigger 'Comment is the main action', but I only want it to look at comments from the customer, not comments by myself and colleagues. There doesn't seem to be an if-condition to look at who the comment is by.

Any advice?

Bill Sheboy · Answer

Hi @Tim Medlicott

Just following up to check if this answered your question.  If so, please consider marking this one as "answered".  That will help others with a similar need find solutions faster.  If not, please let the community know what help you need with the rule changes.

Thanks, and kind regards,
Bill

Marc -Devoteam- · Answer

Hi @Tim Medlicott

The easiest condition is based on the trigger comment is the main action.

Use a smart value condition and set this to:

First value: {{triggerissue.comments.last.internal}}

Condition: equals

Second value: flase

Darryl Lee · Answer

Hi @Tim Medlicott -

So the other approach is to check for exactly what you said, if the Commenter is NOT you or your colleagues.

Assuming you and your colleagues are in some common group this could be done with a User Condition, like so:

Hope this helps!