How to trigger a status change when a reply is received?

[Denise Droscha]

Hello, I want to create a trigger that will change the status to 'reply received' when someone replies to a ticket by email. How do I do that?

[Ansar Rezaei · Accepted solution]

Hi

Consider you have 'reply received' status in your desired workflow and have transitioned from the status which you are waiting for reply form customers, Go to <jira-url>/servicedesk/admin/<project-key>/automation and click on Transition on comment.

There are lots of configurations there you can use. If you explain your problem more, I could help you with more details.

[Ansar Rezaei]

I check the Cloud version. The same exists, and you could find it in the project setting.

[Denise Droscha]

I'm new at making transitions and status changes and am not a developer, so my knowledge is limited. In my typical scenarios, I only have a parent issue and no child issues. I want to force a status change from any status to 'reply received' when either a customer or an outside person replies to a ticket. I don't see how to create that type of action.

Thank you.

[Ansar Rezaei]

Is it a classic service desk project or Next-Gen one?

The following guide is valid for classics. If you have any trouble, let me know.

Add a new status to your workflow with the name "reply received". Workflow editing is available from here:

https://<yoursitename>.atlassian.net/secure/admin/workflows/ListWorkflows.jspa

and after editing, it looks like this:

Then 

Go to the project setting and find automation on the menu. Then you see there are some preset rules. Pick the one with this name: Comment updates reply status and edit it or create a new.

If it's not clear enough yet let give me a WhatsApp call or Anydesk remote to help you more with it.

[Denise Droscha]

It worked! Thank you for your help!

[Ansar Rezaei]

You're Welcome. So please hit my answer as Accepted :-)

[Denise Droscha]

Ansar: can you help again? The automation rule worked one time but hasn't worked since. Here's a recap of what I use, the explanation of roles and the rule set: 

I am using Next-Gen service desk and the admin and main user.

I work in a franchise organization. I create Customer groups for the local offices to then access JIRA to open or update tickets for me to work on.

The tickets are for the customers each local office is servicing. 

I communicate with my JIRA 'customer' (which is the local staff) and with people outside of the project (true customers and vendors). These people don't have login access to the system other than to receive and respond to email I send using the JIRA email add on app.

I want an automation rule set so when a person that is not a JIRA customer and not me responds to a ticket, the status of that ticket is changed to 'reply received'. 

As previously suggested, I created a 'reply received' status in the workflow

I edited the automation rule for comments received. That rule is: Comment is primary action, user is not an agent and user is not a customer, update the status to 'reply received'. 

I am still not getting updated tickets. Can you help?

[Ansar Rezaei]

Did you check the log of automation?

If you see this page in your instance, You can see what happens for each occurrence of calling this automation.

Here You can click "Show details" to get more information:

If it's not clear for you please give me a screenshot of that page.

[Christoph Reuter]

Hi Ansar, I am having the same problem (using Next Gen)
I have created an Automation which should work and the Log File even mentiones, that it found the ticket in which a reply / comment was sent in via email.
But it shows an error message, that the new status cannot be resolved:

translated from German to English: The target status could not be resolved. If you use a smart value, make sure that it resolves to a numeric status ID or an untranslated name for operations (with the current status)

The underlying rule is easy:
triggered, by comment
When status is resloved
Change Status to e.g. waiting for support or open
(unsure about the exact English wording).
Can you help me with this.
I do not see customers answers and therefore have to open all tickets at the beginning of a day to see whether someone has replied.
Thank you in advance

Original German error message: Der Zielstatus konnte nicht aufgelöst werden. Wenn Sie einen Smart-Value verwenden, stellen Sie sicher, dass dieser in eine numerische Status-ID oder einen unübersetzten Namen für Vorgänge (mit dem aktuellen Status) aufgelöst wird