Customer responds to JIRA Service Desk email - auto transition

Joanne Pandya

I have an automation rule that if the status is Waiting for customer and a comment is added by a user who is not an agent, there's an automated transition to go back to In Progress status. 

I have service desk customers (not agents) replying back to emails that automatically get generated.  The email is added as a comment and tagged as REPORTER and INTERNAL.

The users are not INTERNAL users.

Any help greatly appreciated!

Tim Patrick

i would suggest adding another level of automation along the lines of:

When - Comment Added

If - User type - Not an Agent

Then - Transition Issue - In Progress