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Automation is not working

shivani shirguppi March 27, 2024

Screenshot 2024-03-27 124724.png

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GNarsimhagowda - Empyra
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March 27, 2024

Hi @shivani shirguppi ,

 

I recreated the automation rule i guess what you are trying to acheive is when a customer comments the issue should be transitioned to waiting for support.

 

This is working the other way around when the agent comments on a ticket it is transitioning the issue to waiting for support!

refer this link  for correct automation https://confluence.atlassian.com/jirakb/how-to-update-ticket-status-when-customer-adds-a-comment-1167831032.html 

 

Thanks!

shivani shirguppi March 27, 2024

@GNarsimhagowda - Empyra

 I have used the same automation, but no action is performed

GNarsimhagowda - Empyra
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March 27, 2024

Hi @shivani shirguppi ,

 

The same rule is working for me The issue is transitioning to "Waiting For Support" For reference I have attached the automation rule and audit log for the same you can refer it!

 

Thanks.2024-03-28_10h36_04.png2024-03-28_10h36_23.png2024-03-28_10h36_41.png

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