Service Desk - How do I create a trigger for a specific transition?

Question

In Service desk - When I make my first response to the customer, it transitions to "Waiting for Customer Response".  How o I set it up so that when the customer responds, it transitions it back to "Waiting for Support"?  Can I set up a trigger for this?

Jill Streur · Answer

This is exactly what I was looking for!  Thank you so much!

Jobin Kuruvilla [Adaptavist] · Answer

You can use the preset automation rules. Take a look at https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html.

You will need "Transition on comment" rule template.