Transition to "Requester Responded" Status

[Kamilia Binti Julaihi]

Hi everyone,

I need some help with an automation rule I’ve set up. The goal is automatically transitioning an issue to the "Requester Responded" status whenever a customer replies. This works perfectly the first time. However, I’ve noticed that when the assignee replies to the issue, it also transitions to the "Requester Responded" status, which is not the desired behavior.

I want this automation to trigger only when the customer replies to the issue, not when the assignee does.

I’ve attached a screenshot of the current automation setup. Could someone guide me on what I need to change or add to fix this?

Thanks in advance for your help!

[Sebastian Krzewiński · Accepted solution]

Hi @Kamilia Binti Julaihi 

You can replace your condition "Initiator is not in:" with below:

[Kamilia Binti Julaihi]

Hi @Sebastian Krzewiński

Thank you so much for your help—it’s working perfectly now! I do have a follow-up question: will the automation still work correctly in a scenario where one agent logs an issue for another agent?