Automatic status change when "Customers respond"

[Christian Knobloch]

Hello,

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 :) 

[Walter Buggenhout _ACA IT_ · Accepted solution]

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:

 

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.

[Christian Knobloch]

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.

[Walter Buggenhout _ACA IT_]

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. 

[Christian Knobloch]

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!

Best,

Christian

[Walter Buggenhout _ACA IT_]

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

[Walter Buggenhout _ACA IT_]

LOL, see you already did :-)