automation comment on jira not working

[Sampath]

Team

any body pls share the steps - automation rule for "when customer commented in the ticket" and to set "i am at OOO. Please contact xxxx" to notify 

pls share the rule

Thanks

[Alex Koxaras _Relational_]

Hi @Sampath 

Can you share your rule and audit log please? Usually this should be pretty easy to achieve.

[Sampath]

Hi @Alex Koxaras _Relational_ 

Thanks for your response

I am working on UAT instance 

When issue commented

If : issue matches JQL

 Then Add comment to issue

XXXXXXXXX

this what i have done in the rule but not sure if get expected result.

When customer comment when agent OOO ...automation reply sent to end sure to contact xxxxx

[Alex Koxaras _Relational_]

How do you define when your agent is OOO?

[Alex Koxaras _Relational_]

Depending on where you create this rule, it should look something like the following images (however, the condition of the agent being OOO is missing, since you didn't specify how you define on Jira the agent being absent):

[Sampath]

Hi @Alex Koxaras _Relational_ 

We have 3 shifts. Each shift 2 members. If any one agent planned for vacation leave and that ticket is not touched for 2 days or more than 1 day.....if end users put a comment about status updates - response comment should be "to contact xxxx"

[Alex Koxaras _Relational_]

Then you could probably check the update field or updateddate and put a condition on the above rules.

[Sampath]

Hi @Alex Koxaras _Relational_ 

Thanks for your response.

Possible to share the screenshot of steps, since i am new to JIRA admin testing all the scenarios in Jira UAT instances.

here in our organization - Reporter is a customer & Assignee is a IT Agent

When : Issue commented

If Reporter is Issue reporter

Add Comment : XXXXXXXXXX

Thanks

Lakshmi 

[Sampath]

Which keyword should taken Reporter(customer)  automatically {{assignee.displayName}} is this correct? pls advise 

thanks