Automation is not working

[shivani shirguppi]

[GNarsimhagowda - Empyra · Accepted solution]

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.