Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Jira Service Management status when the Requestor responds.

Currently when a Service Request comes in via email it goes to Waiting for Support status. This is therefore the initial status of new requests. 

When the Agent asks for more information it go to Waiting for Customer

When the customer responds via email, the request goes back into Waiting for Support .

Our Agents would like it to be Customer Responded or some other status different from Waiting for Support so they could differentiate responses from initial requests.  

We tried putting in Automation but it seems to be overridden. Any ideas or suggestions would be appreciated. 

1 answer

1 accepted

4 votes
Answer accepted
Fazila Ashraf Community Leader Nov 23, 2021

Hi @Rich Wolverton 

Could you check whether there are existing automation in the project or globally that could cause this override?

Hi Fazila, I am in a team with Rich. We found the cause. It is a legacy automation that added to the project and might overrides our automation rule...Screen Shot 2021-11-23 at 10.44.17 PM.png

Like # people like this

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

779 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you