If participant is an agent the email is sent back to JIRA and the ticket status changes to waiting

A customer sends an email request and sets a agent to CC. The issue is then assigned to this agent. The agent is now both - an assignee and a request participant. If the agent replies to the Reporter (Customer), the ticket status is changed to Waiting for Support instead of Waiting for Customer.

How can we avoid this?


Thank you in advance.

2 answers

2 accepted

0 vote
Jack Brickey Community Champion Dec 18, 2017

Check your automation. I recall I needed/wanted a different behavior than what the default was. I changed such that a simple "Comment" did not result in transition if the status was "Waiting for support" while I did want for "Waiting for customer". This restricts the agent to use "Respond to customer" to transition. Here is what I used...


Hi Jack,

Thanks, you helped me a lot!

Jack Brickey Community Champion Dec 19, 2017

You are most welcome. Please accept answer by clicking on the check mark as it helps others find answers in the future. 

Hi Jack,
yes, that was a very good idea. I have defined now a new rule similar to your example and it works.

Many Thanks!

Yavor Nikolov

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...

792 views 5 7
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