How to change the status if some one add a comment to the issue?

How can I change the status of the JIRA Service Desk ticket from 'Pending Customer Response' to 'In Progress' automatically, if the customer adds a comment. And the status should not change if a Assignee add a comment. I mean status should only change if a reporter add a comment.

2 answers

1 accepted

1 vote
Susan Hauth Community Champion Dec 22, 2017

Hi Anudeep

In the SLA Automation add in a trigger for Comment added.  Then choose for "public comment" .

Hope that helps

Susan

0 vote
Bryan Trummer Community Champion Dec 22, 2017

Take a look here at setting up your own customization rule for transitioning on a comment.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

479 views 2 5
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you