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

[Anudeep G]

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.

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Anudeep

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

Hope that helps

Susan

[Catrine Lundström]

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

[Juan Pablo Schiemann]

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

[Catrine Lundström]

Is that possible in Legacy Automation?

[Bryan Trummer]

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

[Ryan Superty]

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