Automatically transition back to in-progress after customer comments when status waiting for custome

Question

Hello everyone,

I need the work item to transition back to in-progress, but only when customer comments.

With current automation, there's no way to differentiate between customer and internal comments, therefore it's always transitioning regardless of if it's customer comment or someone else.

All the previous answers in community are not usable anymore, since the legacy automations (which allowed differentiation between internal / shared comments) or working workflow properties are not available anymore, but this seems like a such an expected feature that I can't believe it's not possible anymore.

Can anyone help me with this?

Thanks a lot in advance!

Josh · Answer

@Luka Urushadze there's a lot of documentation regarding smart values and Automation here: Smart values in Atlassian Automation | Cloud automation Cloud | Atlassian Support

Luka Urushadze_wdg21f · Answer

Hi @Josh

that's what I've done now, but it's transitioning when we don't want it too - when agents comment.

How do we use smart values?

Christopher Yen · Answer

Hi @Luka Urushadze

We use a rule that does exactly that, you can reference our rule here.  Main things to note is the comment trigger and user condition