Customer responds to JIRA Service Desk email - auto transition

I have an automation rule that if the status is Waiting for customer and a comment is added by a user who is not an agent, there's an automated transition to go back to In Progress status. 

I have service desk customers (not agents) replying back to emails that automatically get generated.  The email is added as a comment and tagged as REPORTER and INTERNAL.

The users are not INTERNAL users.

Any help greatly appreciated!

1 answer

i would suggest adding another level of automation along the lines of:

When - Comment Added

If - User type - Not an Agent

Then - Transition Issue - In Progress

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Monday in Jira Software

How large do you think Jira Software can grow?

Hi Atlassian Community! My name is Shana, and I’m on the Jira Software team. One of the many reasons this Community exists is to connect you to others on similar product journeys or with comparabl...

546 views 6 12
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you