Automation for status change

[Ryan Peirce]

I have setup a Automation for status change and what i found is if the Assignee chases a issue it changes the status.  

For example, status is currently set to Waiting for Customer, Assignee chases the Reporter as no response has been had, the status then changes to Waiting for Support. 

I cannot find how to prevent the status from changing when the Assignee comments twice in a row.

Thanks 

[Mark Segall · Accepted solution]

Hi @Ryan Peirce and welcome to the community!

Can you please share a screen shot of the rule so we can have a fuller understanding of the challenge you're facing?

[Ryan Peirce]

Hi Mark, 

Many thanks for coming back to me, please see below rule as requested. It is nothing to fancy as i am new to jira automations, but would love to figure out how to get it to stop changing if i comment twice in a row.

[Mark Segall]

Ok - So if I understand correctly, you're trying to get it to transition to Waiting for Support if the comment author was the customer and Waiting for Customer if the comment author was the agent.  If I'm correct with this assumption, you'll want to make the following tweaks:

• IF block
  • Remove change assignee = issue assignee. This should be evaluating against the comment author.  Otherwise, the statement will always be true.
  • Advanced condition

    • {{comment.author}}
      equals
      {{issue.assignee}}

  • You may also want to add an additional condition to make sure this only executes on public comments:

    • {{comment.internal}}
      equals
      false

• Else block
  • Add the following condition to validate that the comment author is the reporter
  • Advanced condition

    • {{comment.author}}
      equals
      {{issue.reporter}}

With these changes, each time a comment comes in, it will evaluate who made the comment against their role on the issue.

Because your trigger is set to all comments, this rule will always execute, even if the agent added multiple comments in a row.  However, it should do nothing on the subsequent executions because the status is already set accordingly.

[Ryan Peirce]

Hi Mark, yes your understanding is correct and currently that is what it is doing.

I will give the tweaks a go and see what happens. 

Thanks 

[Ryan Peirce]

Morning Mark,

Sorry for the late reply, i was of with COVID the whole of last week. But on my return i can say since i made the recommend changes, all is working as it should.

The status does not change when an agent adds multiple comments in a row.

Many thanks for the help on this one.