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Automation Rule - Transition to Status When Customer Reply Received


Jira Service Desk: We are looking for an Automation Rule that will change the status of an issue when the Reporter submits a comment via email. 


For example: If on a WAITING ON CUSTOMER status and the Reporter submits a comment via email the ticket would automatically transition to an Implementing status.


Currently, we are only able to set transition to automate based on any comment added to the main issue as a message. This includes responses from our techs which is not our desired outcome for this rule. 

1 answer

Hi @Kris Mackey

You'll need to use a user condition in the clause to specify who the target audience is. Try something like below.





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