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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

1 vote
BryanT 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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