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Automation for customer and dev team

bartlomiej_jochym January 15, 2024

Hi, I created automation for Jira Service Management and Jira Software, but I have one problem. This means that when a development team comments on an issue with the word "Do Klienta" in Jira Software, the comment is sent to Jira Service Management (customer portal). The problem is with Jira Service Management because when a customer comments on an issue with the same word as the development team, that comment will be sent to Jira Software (the development team) and it shouldn't.

I want to fix the automation so that a customer comment with the word "Do Klienta" is not forwarded to the development team.


This automation should work in one way, from the development team to the customer.


jira automation.png

1 answer

1 vote
Rebekka Heilmann _viadee_
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January 15, 2024

Hi @bartlomiej_jochym 

You can check whether the Author is a customer. In this case, the Author of the comment also triggers the event so a simple user condition works:

Screenshot 2024-01-15 165456.png

bartlomiej_jochym January 16, 2024

I think "is not customer" it's better option, because this rule will work only for dev team. From Dev -> To customer. Maybe I am wrong.

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