Automation rule

[Aspire Jira]

I have created an automation rule "Transition to Waiting for Customer when support posts a comment" and I have tested this by having a status = Waiting for support.

Tried to add "Reply to customer" but the status didnt change.

Could you please help me in debugging this issue.

[Rudy Holtkamp]

Hi @Aspire Jira ,

Could you upload the picture with a better resolution, it is not readable.

Thanks 

[Aspire Jira]

[Rudy Holtkamp]

Hi @Aspire Jira ,

I think you made a typo in the compare two values.

You typed: {{comment.internal }} with a space at the end. it should be {{comment.internal}}.

[Aspire Jira]

Still same issue.

[Rudy Holtkamp]

What does the audit log say?

[Rudy Holtkamp]

You should be able to make use of the template: 'When a comment is added → update the status' and remove the the else if.

But your audit log should give you some hints, why nothing happens.

[Aspire Jira]

Please check.

[Rudy Holtkamp]

So the second condition did not go through, which means that the person who triggered the automation is a customer. Maybe you put yourself in the customer section/added yourself the customer role.