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comment updates reply status


using the new automation way, how do I automatically transition the status of a ticket between Waiting for Customer and Waiting for Support every time a public comment is added to the ticket?

Thank you


2 answers

0 votes

Hello @Mike Yarworth,

Thank you for reaching out to the Atlassian Community!

The Comment updates reply status already has a template on the new automation. 

The legacy automation will be migrated to the new one, but there is no information on when it will happen.

For the Comment updates reply status, you can use the template When a comment is added > Update the status. You can find this on Project settings > Automation > Library.

 Screen Shot 2021-11-29 at 10.13.32.png

The Flag anonymous request doesn’t have a template, but it would be like this one:

 Screen Shot 2021-11-29 at 10.16.01.png

For the Update Jira linked issues there is no trigger for “A linked issue is transitioned”, but you can use a Branch to work with linked issues.

Screen Shot 2021-11-29 at 10.52.43.png

You can keep using the legacy automation, there is no problem with that, all the rules will be migrated when it’s time. 

Kind regards,

0 votes

Hello @Pete Piro,

Thank you for reaching out to Atlassian Community!

When it comes to the “Comment updates reply status” automation, it’s recommended to keep using the Legacy automation because the new Automation (former Automation for Jira) still doesn’t have the option “Comment is a primary action”.

With this said, the new automation won’t work as expected, since customers can transition issues via the customer portal and add the comment after that. For the ticket to be correctly transitioned from “Waiting for support” to “Waiting for customer” and vice versa, it’s necessary to have the very same “If” block the Legacy automation has which currently, it’s not possible on the new automation.

Screen Shot 2021-06-08 at 13.20.07.png

Screen Shot 2021-06-08 at 13.20.28.png


Kind regards,

Does this limitation/issue also apply to the other legacy automations?
Specifically the Update Jira linked issues and Flag anonymous request automations?

I had just started to look at replacing all three legacy automations with the new Jira Automation and discovered this post half way through trying to replace the Comment updates reply status automation.

Is there a schedule/plan to migrate these legacy automations to the new Jira Automations at some future point?
or are we going to be stuck in this semi migrated state? 

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