Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Solved: Jira Service Desk Automation - Transition on comment failing at "user is a customer" Edited

I am currently running a service desk for my shop and I am running into an issue that just seems to have popped up. I will admit that I am probably missing something obvious but I just cannot seem to find it. 

I have the default "Transition on comment" automation that works sometimes. I cannot really place a rhyme or reason to it. I have attached a screenshot but basically, the issue is that when customers respond it never transitions to "respond to support" and/or "waiting for support." Sometimes it does, and I can show screenshots of that with a second user, and the users both exist in what I know as the "customer" group in the permissions section. 


As I stated before I am sure that I am missing something obvious and my inexperience and ignorance with this system is showing, so any help would be greatly appreciated! 

2021-03-24 13_25_48-Window.png


2021-03-24 13_21_43-Window.png

1 answer

1 accepted

2 votes
Answer accepted
Hana Kučerová Community Leader Mar 24, 2021

Hi @William Edwards ,

welcome to the Atlassian Community!

These two actions are usually used in situation, where customer and support are communicating about some problem. 

It should work like this:

When customer responds and status is "Waiting for customer", status is automatically changed to "Waiting for support".

When support responds and status is "Waiting for support", status is automatically changed to "Waiting for customer".

So, about the "not executed". I can see, that condition for status has been fulfilled (status is "Waiting for customer"), but author of the comment was not a customer. So in this case it doesn't make sense to switch it to "Waiting for support", because the customer didn't contribute to the issue.

Are you able to find out (based on the issue key and comment time), who did this comment? Does this user has Jira Service Desk licence?

Thank you.

So I can confirm that in this case the user who made the comment was indeed the customer who open the original request however it would appear that there was one key factor at play.

We are currently going through a migration where our emails are changing. This user opened the ticket with their new email that is currently forwarding all incoming emails to their existing, but soon to be legacy, email.

So when the system sent them the reply, they replied using their legacy email, to a ticket that was opened with their new email, which therefore, if understand the logic correctly, means that technically the "customer" did not respond. 

Hana Kučerová Community Leader Mar 24, 2021

@William Edwards Yes, it seems to like a logical explanation of the situation... I think you've got technically two user accounts for one customer.

I will keep a sharp eye on this but I think that is the problem. It only makes sense as I dig deeper. Thanks for the support ^_^

Like Hana Kučerová likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Automation

Announcing the Jira automation template library!

Hi all,  After many months of work, I am delighted to announce the launch of the Jira Automation Template Library!  The Template Library is a new website dedicated to all things Jira au...

1,009 views 17 26
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you