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.
Hi Anudeep
In the SLA Automation add in a trigger for Comment added. Then choose for "public comment" .
Hope that helps
Susan
Hi,
Old thread but I give it a shot:
If comment is public does not indicate if the comment is made by Reporter or Assigne. Is there some other way to distinguish that?
BR
Catrine
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Add an "advanced compare condition" and verify {{comment.author}} equals {{reporter}} or similar condition.
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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
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