In ServiceDesk I try to use Automation to change the status of a request if the requester itself makes a comment.
Currently I have only two possibilities:
An additional problem is, that it will switch back also on comments of other people (participants, viewers).
I'm now trying to find a solution where the automation rule only switches if the requester is creating a comment. The best way would be if the "User type" condition contains "Requester" but this seems to be system internal stuff and cannot be changed by me.
A similar question was asked some time ago and one recommendation was to use the Auto Transition Listener in the JIRA Toolkit Plugin.
Take a look at that and see if it works for you. If you're running a Cloud instance it's already pre-installed and you can contact the Cloud team and they can enable it for you!
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