Question about changing status of a ticket

Bart Heytens October 22, 2024

 

When a ticket is created, an automation links an executor (Assignee) and gives that ticket the status ‘waiting for support’.

When that performer (Assignee) answers the ticket via ‘reply to customer’, that ticket gets the status ‘waiting for customer’.

So far, everything is ok.

 

In a certain automation, a ‘request participant’ is assigned (a second person).

When that person (request participant) answers the ticket via the ‘reply to customer’, the status does not change, it remains on ‘waiting for support’.

Can this somehow be adjusted so that this ticket then also gets the status ‘waiting for customer’.

1 answer

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Answer accepted
Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 22, 2024

Hi @Bart Heytens Welcome to the community!

You may create another automation for this like below:

 

  • Trigger: Issue commented
  • Condition: If the commenter is a Request Participant
  • Action: Transition the issue to "waiting for customer"

 

Bart Heytens October 22, 2024

What must i choose now?Jira_condition.jpg

Bart Heytens October 22, 2024

what must i choose now?

Jira_condition.jpg

Manoj Gangwar
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 22, 2024

comm.PNG

Bart Heytens October 23, 2024

I've made this rule (cfr picture jira_rule).

 

I'm a request participant in a ticket (cfr picture jira_ticket1)

 

I've replied to the cutomer (cfr picture jira_ticket2)

But the status of the ticket doesn't change to 'waiting for customer'.
What did I do wrong?

Jira_ticket2.jpgJira_ticket1.jpgJira_rule.jpg

Bart Heytens October 23, 2024

I've made this rule (cfr picture jira_rule).

 

Jira_rule.jpg

 

I'm a request participant in a ticket (cfr picture)

 

Jira_ticket3.jpg

 

I've replied to the cutomer (cfr picture)

 

Jira_ticket2.jpg

 

But the status of the ticket doesn't change to 'waiting for customer'.
What did I do wrong?
Please, can you help me?

 

 

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