Changing the state of an issue when an update is done

We currently se Jira as our main project management, Support managenet and Dev management tool.

In the Support are specifically we would like an issue to change status from when it is in a "waiting for feedback" status to and "in progress" status when the issue is updated through an e-mail sent to Jira or a comment made on the issue through the interface.

We have not been able to get this right and would appreciate any guidance in this direction.

Regards

Hugo

4 answers

Hi Hugo

Which options have you tried? Have a look to the two links below. The first one summarizes what you probably need. The second one is a free and de-facto "standard" plugin for JIRA.

The idea is basically to create a Listener which would trigger the transition when the issue is updated via comment (I think it doesn't matter the source of the comment, so ideally it would work for both emails and interface comments).

https://confluence.atlassian.com/display/JIRACOM/Performing+a+workflow+transition+on+comments+and+edits

https://ecosystem.atlassian.net/wiki/display/JTOOL/JIRA+Toolkit+Plugin

Cheers

Sergio

The first link is only working when you click on the transition "Add comment". But when you comment/ reply by email , the status is not getting changed

We have tried both these methods and were unsuccessfull

Any further details about your failure?

We enabled the plugin but could not get it to work. The transition did not happen when comments were added to the issues where the plugin was installed and disabled.

Hugo

atlassian using same workflow what you are looking for, check the following doc, it may help you

https://confluence.atlassian.com/display/Support/How+Atlassian+Uses+JIRA+for+Support

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