Can a Post Function be used to transition a status on customer comment?

Question

I was advised that it is possible to use post functions in a JSM workflow to do things like transition an issue to another status when a customer leaves a comment. The idea was to be more efficient with our automation budget. In my online searching, I have found nothing that leads me to believe this is possible. Does anyone know if this is doable or is an automation for this kind of thing inevitable?

Tate G · Accepted Answer

Hey! Andrew In Jira Service Management, post functions are designed to run as part of a workflow transition, so they aren't triggered by events like a customer comment.

This means you cannot directly use a post function to transition an issue when a customer leaves a comment. Instead, to achieve this functionality, you'll need to use Jira's built-in automation rules or a custom event listener.

With automation, you can set up a trigger on the "Issue commented" event, add conditions to ensure the comment comes from a customer, and then execute an action to transition the issue to the desired status.

Hope it helps!