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Automation Transition on comment - workaround ? Edited


Is there any way that when a customer responds, the ticket does not transition to "Waiting for support", but transitions to the status it was in before "Waiting for Customer"

I mean that for automation, instead of making an issue return to a specified status , but rather roll back to the previous status.

2 answers

1 vote
Jack Community Leader Jan 22, 2021

Hi @Sofia Quintero , you could achieve this via automation in conjunction with a custom field (previous status). Actually two rules...

Rule 1 - Record previous status

Rule 2 - transition back to previous status on comment

you might read this previous post - How-can-I-record-the-last-status 

if this option is not too complex/undesirable and you have trouble setting it up LMK.

Thank you for answer @Kagithala Babu Anvesh  but i think this doesn´t apply to my doubt.
What i need, is find a way to make issue transition to the last status, not the "especified status" on the automation, making like a roll back maybe.

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