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

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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

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