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.
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).
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