revert the previous status once user answered in the ticket only for "pending with user

[Thatipamula RANJITH-KUMAR]

After receiving JIRA ticket from users, We required some more information required from users, That time i will put status is "pending with user". The end user will reply for our questions but the ticket status remains same and we need to change it manually. Pending with user to previous status. User commented that time it will automatically change the status previous one it is possible?

[Nic Brough -Adaptavist- · Accepted solution]

You will need to have a transition from the new status back to the old one.

This will not stop the users just commenting and not changing the status, but you need the transition before you can do anything to fix the problem.

You could force the users to use the transition by blocking comments on the "pending" status.  They'd have to use the back transition (with a screen for them to make comments) to do that.

Or, you could look for a "listener" to pick up "issue commented" events and move the issue back through the new transition when it detects such an event.