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How to change the status if some one add a comment to the issue?

How can I change the status of the JIRA Service Desk ticket from 'Pending Customer Response' to 'In Progress' automatically, if the customer adds a comment. And the status should not change if a Assignee add a comment. I mean status should only change if a reporter add a comment.

3 answers

1 accepted

1 vote
Answer accepted

Hi Anudeep

In the SLA Automation add in a trigger for Comment added.  Then choose for "public comment" .

Hope that helps

Susan

Hi,

Old thread but I give it a shot:

If comment is public does not indicate if the comment is made by Reporter or Assigne. Is there some other way to distinguish that?

BR

Catrine

Add an "advanced compare condition" and verify {{comment.author}} equals {{reporter}} or similar condition.

Is that possible in Legacy Automation?

1 vote
Bryan Trummer Community Leader Dec 22, 2017

Take a look here at setting up your own customization rule for transitioning on a comment.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

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