How to transition an issue when comment is added

This question is in reference to Atlassian Documentation: Advanced workflow configuration


 I have a workflow with the status : Additionnal information.

I would like to know if it is possible that the issue becomes proposed automatically when a comment is added.

if it is possible : how ?

Thanks forr your response

3 answers

1 accepted

2 votes
Accepted answer

Hi Aurélie Pilette,

You can do it.

Step by step:

  1. Click on project settings
  2. Click on Automation
  3. Click on Add rule
  4. Select Transition on comment

image2016-6-18 17:44:31.png

  1. Setup an automation like this:
WHEN Comment is added to an issue
IF Issue matches: Comment is public AND User is a customer
THEN Transition issue: Additional Information

Best Regards,


I try your solution but when I make this, it doesn't work.

0 votes
Joseph Pitt Community Champion Jun 17, 2016

Being in the cloud you can't do listeners so I don't believe there is a way to capture that. You might want to rethink transitioning when any comment is added, it could be anything including someone commenting on the wrong issue. Why not just let them transition it to the new status with a transition screen for comment? That is what you are proposing in effect.

Because my problem is linked to the service desk.

A customer can't transition issue by the portal of the service desk.

He can only add comment or screenshot.

That's why I would like to know if there is a way to make that.

Joseph Pitt Community Champion Jun 17, 2016

I see your problem, but I don't believe there is a solution in the cloud

Unfortunately, it's not possible use a button at customer portal to do it. You need use comment and automation rule. :/  

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