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Automatic status change when "Customers respond"


I have a question: How can I set up the status of a case to change automatically when I answer the customer and vice versa.
Background: I would like that the status of "Work in progress" to "Waiting for customer" will change automatically when I answered the user from the operation out (Service Desk)

I tried to configure it in the workflow, but there is no option for that. 

I know that it is possible because it´s already working but only from other status from (e.g. "waiting for support" --> answer the customer --> "waiting for customer") 

An eMail is sent (from a colleagues account) and the status changes. 

Background: A colleague setup this "automation" and this colleague is not longer in our company. And now I´m wondering, how he setup this automation.

You can also answer in german, if possible :) 

Bildschirmfoto 2020-11-16 um 15.09.33.png

1 answer

1 accepted

0 votes
Answer accepted

Hi @Christian Knobloch,

I think you can best have a look in Project Settings for your ITSM project, locate Automation on the left hand side and check Legacy automation.

See if you can find a rule like Comment updates reply status:

Screenshot 2020-11-16 at 15.38.07.png 

Since you say the automation was set up by a colleague some time ago, there's a good chance you'll find it here.

It is a no code approach to automation, so I think you should be able to build on it, once you see how it works.

Hi Walter,
first of all thank you for your answer.
I have already checked this option and didn't find  a corresponding automation.
I think I expressed myself wrongly: I think that it is not about automation, but rather a workaround. The reason is that every time the status is automatically changed, an email is generated which is sent by the colleague. But I just don't find the rule for it.Bildschirmfoto 2020-11-16 um 16.48.06.png

Hi @Christian Knobloch,

There's several ways to automate or trigger this, but I still think the most likely is in the automation somewhere. Some places you can check are:

  • in the same place I referenced in my first answer (but rather unlikely): Project Settings > Automation (not the legacy, but the other)
  • in Jira Settings > System > Automation rules
  • from a postfunction in your workflow (although that may require additional functionality through marketplace apps)
  • from the built-in customer notifications in your service desk, which you can find at Project settings > Customer notifications

Hi @Walter Buggenhout _ACA IT_ 

I found it. It was made in the "old" automation page. And there I can edit it :) 

Thanks a lot for your help! Really awesome!



Thx Christian! If you don't mind, could you accept the answer? That may help other users with similar questions find it easier! 

LOL, see you already did :-)

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