I am trying to create the following automation:


If a ticket is in waiting for reporter and a customer comments on the ticket, ticket should go into waiting for support status.



1 answer

0 vote
Jack Brickey Community Champion Oct 18, 2016

Liat, out of the box JSD comes with a "Transition on comment" automation for status Waiting on Support and Waiting on Customer. If that is in place then you should be able to edit this automation simply adding your statuses. If not in place then it is a simple matter to create.

Basically it looks like this:

Add a new rule selecting "When comment added" then edit from there....

When: Comment added

If: Issue matches Status = "Waiting for reporter"

Then: Transition issue "Waiting for support"


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