Automated setting of customer status!

[Dimitrios Kouroumichakis]

I would like the status to change back to "Waiting for support" when the customer (author) responds and the status is set to "Waiting for customer".

I have already looked for a solution in the community, but unfortunately I have not found anything useful. Do you possibly have a template for the automation for me?

Thank you very much!

[Tuncay Senturk · Accepted solution]

Hi @Dimitrios Kouroumichakis 

I don't know which solutions you've tried and why they haven't worked but you could do it by creating an Automation rule. I tried to write necessary parts of the automation rule below, I hope it helps

- Choose Issue Commented as the trigger

- add Issue Fields Condition (field: Status, condition: equals, value: Waiting for customer)

- add user condition (user type: user who triggered the event, condition is, value: customer)

- add action: transition issue: (destination status: Waiting for support)

[Dimitrios Kouroumichakis]

@Tuncay Senturk 

thank you for the quick help! I didn't find this (condition is, value: customer).

One more question of understanding.

What happens if there are several participants in the ticket (request participants) and they respond to the process, does it then also go back to support?