Automation rule is setup as follows:
Trigger: Issue commented
Issue field configuration: Status in ("Waiting for customer", "waiting for external party")
Action: Transition from "Waiting for customer" to "To Do"
In my setup I've used a simple "Comment" screen during transition from "To Do" --> "Waiting for customer". When I use the transition from "To Do" to "Waiting for customer" and I add a comment during this transition, the issue immediately goes back to "To Do".
How can I prevent this behaviour? I've looked into te post-function of the transition to switch the order of the following two, but you cannot change that.
Could someone help me out?
Thanks!
Hello @Dave Kleihorst ,
So when the customer comments on the issue, you need it to go back to "To Do", is that correct?
Just to make sure - do you need that for Jira Software project or Jira Service Management?
Thanks,
Adam
Hi @Adam Rypel _MoroSystems_ ,
That's correct. Unfortunately I'm not able to do a check of the commenter is a "Customer", because in this environment people can be "Service Team Member" and Customer (not ideal, I know).
It's indeed JSM.
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Hello @Dave Kleihorst ,
I understand, thanks for the details.
One option that came to my mind how you could adjust the automation:
Would that be applicable?
Adam
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Thanks @Adam Rypel _MoroSystems_ ,
I've used "not in project role" that helped! Reporter was a good suggestion, but I would like to have it reopened as well when another Organization-colleague of the reporter comments.
Thanks for helping me find the solution!
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@Dave Kleihorst glad you sorted it out!
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