Automation rule to change issue status on comment (user is not reporter)

[David]

We have an automation rule to set the issue status to Waiting on Support anytime there is an external comment made. However, we ran into an issue where the issue was shared with another user and the user who did not report the issue made a comment. In this case, the rule was not trigged. 

I'm not seeing a way to make this work so the status changes for any external comment, not just the reporter. The fact that issues can be shared so multiple customers can comment on the issue makes me think there has to be away to trigger a status change for when a non-reporter adds a comment. A screenshot of the rule is below.

Any help is appreciated. Thanks

[Joseph Chung Yin · Accepted solution]

@David -

Assuming the person who commented the ticket (not the issue reporter) and he/she is a customer who are tagged as the request participant of the ticket, then you can try the following to update your existing rule -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.