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Auto Transition when a "public" comment is added

We have added additional fields to our Service Desk workflow.  How do I get an issue to auto-transition back to the customer when a "public" comment is added to the ticket by the Service Desk Agent?

The transition is called "Contact customer" and it transitions a ticket from "In Progress" to "Waiting fro customer"

I have added the following properties to the transition:

sd.action.key     sdInProgressToWFCustomer




The properties on the status's are as follows

In Progress:

sd.step.key   sdInProgress


Waiting for Customer:

sd.step.key   sdWFCustomer

1 answer

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Answer accepted

Hey JT,

Upgrade to Service Desk 2.4 and use new Automation feature. Note, you will have to make changes to your workflow and remove old properties.

Thank you for the response. Service Desk 2.4 requires JIRA 6.4. Currently we are on JIRA v6.3.15. Is there a workaround until we can do the JIRA upgrade?

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