Workflow automation - Transition To/From waiting for customer not triggered by adding an internal no

[Scott Bernoth]

I've created a workflow from scratch and am looking to replicate the standard workflow feature which changes the status to waiting for customer when a reply is sent to the customer and back to waiting for support when the customer replies.

In my case i want to transition back to in progress.

The rule above works well but how can it be adjusted so it is NOT triggered by adding an internal note?

[Michael Hodgson · Accepted solution]

Hi Scott,

If I have understood this correctly, you want the issue reporter to comment public to the client and it change to in progress? just not on internal notes?

If so, you should just need to add additional criteria into your automation workflow, on the "If"

Something like this:

[This is an additional If condition of, "advanced compare condition"]

This seems to work in my test environment.

[Scott Bernoth]

Thanks mate,

Since asking this question i found the Legacy automation "Comment updates reply status" and adjusted that so it works again.

Is there any benefit to using an Automation over the Legacy automation to achieve this?

[Michael Hodgson]

No worries, glad you managed to sort it! 👍

I would say that the "Automation" gives you a bit more freedom to customise your "if"/"and"/"or" in granular detail and I tend to prefer this way now, I used to use the now Legacy as my 'go to'. In your case here, to achieve this particular outcome in this scenario - either/or is fine in my opinion, and both would work. 

Automation has superseded Legacy in new JSM sites, so its the new custom automation model but if you're already using Legacy that's fine and will continue to work either way.

Hope that helps.