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comment updates reply status

Hello,

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

Pete

1 answer

0 votes

Hello @Petr 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,
Angélica

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