Legacy automation causing issues with approval with comment

Paul Cope February 28, 2024

I have multiple approval setup with comments enabled which work smoothly except for one part.

After the last approval with comment, the ticket is transitioned back to waiting for support.

As soon as that has transitioned it quickly gets moved to "waiting for customer" due to the legacy automation rule (transition on comment).

Any ideas how I can keep the transition on comment but not let it change the status for the newly approved tickets?

1 answer

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Paul Cope February 28, 2024

I have gone into the legacy rule and edited the issue matches part of the IF statement to the following:-

Status = "Waiting for support" and "Customer Request Type" is not empty and assignee is not EMPTY


Will give this another test and see if that resolves the issue.

Paul Cope February 28, 2024

It isnt the best solution..


As soon as a ticket gets assigned it will then trigger the legacy automation and move it to waiting for customer.


Does anyone have any better solutions?

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