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How to transition an issue when comment is added

Aurelie Pilette

This question is in reference to Atlassian Documentation: Advanced workflow configuration

Hello,

I have a workflow with the status : Additionnal information.

I would like to know if it is possible that the issue becomes proposed automatically when a comment is added.

if it is possible : how ?

Thanks forr your response

Accepted answers

Meck

Hi Aurélie Pilette,

You can do it.

Step by step:

Click on project settings
Click on Automation
Click on Add rule
Select Transition on comment

image2016-6-18 17:44:31.png

Setup an automation like this:

WHEN Comment is added to an issue
IF Issue matches: Comment is public AND User is a customer
THEN Transition issue: Additional Information

Best Regards,

Lameck

image2016-6-18 17:44:31.png

All comments

Joe Pitt

Being in the cloud you can't do listeners so I don't believe there is a way to capture that. You might want to rethink transitioning when any comment is added, it could be anything including someone commenting on the wrong issue. Why not just let them transition it to the new status with a transition screen for comment? That is what you are proposing in effect.

Aurelie Pilette

Because my problem is linked to the service desk.

A customer can't transition issue by the portal of the service desk.

He can only add comment or screenshot.

That's why I would like to know if there is a way to make that.

Joe Pitt

I see your problem, but I don't believe there is a solution in the cloud

Meck

Hi Aurélie Pilette,

You can do it.

Step by step:

Click on project settings
Click on Automation
Click on Add rule
Select Transition on comment

image2016-6-18 17:44:31.png

Setup an automation like this:

WHEN Comment is added to an issue
IF Issue matches: Comment is public AND User is a customer
THEN Transition issue: Additional Information

Best Regards,

Lameck

image2016-6-18 17:44:31.png

Aurelie Pilette

I try your solution but when I make this, it doesn't work.

Meck

Unfortunately, it's not possible use a button at customer portal to do it. You need use comment and automation rule.

Michele_Lucchese

Dear everyone,

I hope this can help someone. In my case our service desk can select the status "waiting for customer" in the workflow and as soon as the customer comments the issue the status return to "work in progress":