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How to do automation for status change so that when customer comment to item

Satu Rajala

Service management

When we answear to customer, we change status to Waiting for approval. When customer put a comment, we have automation that status have to change to status In progress.

Now we have situation that "legacy" automation do not work anymore and I have tried to do new automation. Unfortunately I can't find a way to do that automation so that status change only when customer do comment - not then when we put internal comment.

How and where I can do that?

I can't find way to put to that automation "comment is public" or "comment is internal"

Accepted answers

Sebastian Krzewiński

Hi @Satu Rajala

Please check this rule - https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/112182/. It is not exactly what do you want but you can find a logic about catching customer comment.

Regards,

Seba

All comments

Sebastian Krzewiński

Hi @Satu Rajala

Regards,

Seba

Satu Rajala

Hi,

thanks, I will try this.

"Initiator is a customer" -- I can only find "Iniatitor is work item reporter - that's good but is not enough because there can be several customers who can give a comment.

Have you tips for that?

Sebastian Krzewiński

Can you send a screenshot? Looks like your rule is limited to non-JSM project.

Regards,

Seba

Satu Rajala

it's possible that I got it now will see

I will get back to you if it don't work.

Satu

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