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How to exclude internal comments from issue comments

Hello dear Atlassian community, 


I am working with Jira automatizations now to make sure that if a support member response to a ticket from a client the status automatically changes to "waiting for customer" and the other way around if client responses to the support member the ticket status would change to "waiting for support". 

I need to do this in automatizations because unfortunately the person who set up Jira choose a basic setup for the team project. 


Now i have set up a automation that work pretty well. It just has one problem. My team often uses internal notes in the ticket but the system records that as a response to the client. So when a support team member leaves a internal note in the ticket, the ticket status also changes to "waiting for customer" because it thinks we responded to the client but in front-end the client will not see this note. 


I would like to know how i can add a rule inside my already existing automation rule to exclude internal notes. And how i can best do this, does anyone have experience with this?? See my current automation rule in attachment. 


Love to hear! 

Schermafbeelding 2021-05-20 114644.png

2 answers

0 votes
Ajay Community Leader May 20, 2021

HI @Lynn van Dooren 

Usually when you have a service Desk project set up the legacy automation takes care of handling the status transitions based on the rule below



In your case you can use Automation for Jira rule as an example to set the Status based on external/internal comment 


Thank you! This worked for me :) 

0 votes
Mirek Community Leader May 20, 2021

Hi @Lynn van Dooren ,

When using JSM I usually do this by build in JSM Automation. Thanks to that is is easy to separate public and internal comments. Here is a example:



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