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Auto transision after customer reply

Dear community,

For my service desk I am using workflow 'IS: Service Request Fulfilment workflow for Jira Service Desk'. When my ticket is in the state 'Waiting for customer', I would like to transfer automatically to 'Waiting for support' when a customer replies to the ticket. Is this possible?

The articles and community questions I found regarding this suggest that this is possible, but the ways to achieve it seems to be outdated.

1 answer

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Answer accepted

Hello Emma,

Thank you for reaching out to Atlassian Community!

It's possible to automatically change the status when a customer or an agent adds a comment to the ticket by using Automation.

It should be created by default depending on the template selected, but it's possible to create this automation on any Service Desk project.

Please, go to Project settings > Automation and create the rule below, just make sure to select the statuses based on your project.

Screen Shot 2020-08-20 at 16.25.34.png

Screen Shot 2020-08-20 at 16.25.50.png

If you have any other questions regarding this matter, please let us know.


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