nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Automation is not working

shivani shirguppi

Screenshot 2024-03-27 124724.png

Accepted answers

GNarsimhagowda - Empyra

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!

All comments

GNarsimhagowda - Empyra

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

@GNarsimhagowda - Empyra

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

GNarsimhagowda - Empyra

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.

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