How Automation rule can set a condition about a user type: agent or customer

Alona Kirichansky --CNTR

I want to create a condition that if a customer adds a comment then the issue will be moved to another status. but I do not manage the agents and customers in groups or in space roles, but only in the acces role (User (Agent) or Customer) what can be the smart value and the condition?

Andrea Robbins

Great question! There is a user condition to say if the initiator (assuming the trigger is a comment trigger in the automation) is a customer or is not a customer - this means specifically if the user is a customer on the ticket that was commented on. In other words, if the user has the Customer access role, but is not a reporter or a request participant on the ticket, then this condition will return false.

Another option for the user condition is to say the role or is in group:

(it's possible you might not have access to the list of groups depending on your role, so you will be able to add the condition, not see the list of groups, and thereby not be able to save the rule). I think you should use the role vs the group since as a space admin (I am assuming that is your space role) you have access to view the space roles.

I always use the "is a customer" condition" because I want to have it scoped to just who is acting as a customer on the ticket. For example, an agent can submit a ticket as well, and maybe acting as a customer, so if I went the space role route, this would fail to pass the condition. Additionally, performance is better for the "Is a customer" condition.

This is a system rule that you can easily add like as a template Atlassian provides in JSM (but I always switch out the condition to say use "is a customer"/"Is not a customer" instead of using the space role):