Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

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

Automation rule is not working. email seen as attachment rather than comment

Hello Community,

In one of our JSD instances, we have this automation rule:

WHEN Comment added

IF Issue matches Status = "Waiting for External Info" AND User has no access AND Comment is primary action

THEN Transition Issue Back in progress


My problem is some emails coming to our JSD are seen as Attachments as primary action rather than Comment added, thus not triggering the transition.

Seems these emails are handled this way because they contain attachments, but I am not sure.

Is there a way to make sure the transition happens anyway if the incoming email contains attachments? I mean, without installing Automation for Jira?

0 answers

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Desk

The Complete Guide to Atlassian for ITSM

Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...

2,213 views 14 22
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