Automation to transition status if Agent replies to Customer

[tyler mikkelson]

I'm trying to setup automation so that if an Agent or Administrator replies to a customer, then transition issue status to Pending User Response. However, I do not want the status to transition if it's just an internal comment. Not sure where I'm going wrong but can't seem to get this to work. It either doesn't work at all or the status changes for both customer replies and internal comments. Can't seem to separate the two.

What am I doing wrong?

[Mikael Sandberg · Accepted solution]

Hi @tyler mikkelson,

Welcome to Atlassian Community!

The way you have is set up the check to see if the comment is internal is only happening on the IF branch. 

If you look in the template you will a rule called "When a comment is added → update the status" that looks like this:

As you can see this one is checking if the comment is internal at the top, meaning that the automation will stop right there if it is.

[tyler mikkelson]

thanks for the help! That helped me consolidate both automation's into a single rule. Figured out my primary issue. The value for {{comment.internal}} that I was trying to match against is case sensitive. I was trying to match the value "False" but the real value was "false" with a lowercase f. That was enough to break the automation.

After changing the value to "false" the automation works just fine. Lesson learned haha.