I want a rule that changes the status of the ticket when a comment is added which is respond to the customer. I need this as changing the status seems like repetition of work. Any pointers would be great....
Hope you are all safe...
You can use automation rules easily enough,
Rule is run when a comment is added to an issue.
If : Initiator is
Transition issue from <a> to <B>
or straight to <B> if the status workflow uses "all" as a step or can go from the step its at. that all depends on your workflow,
Is there a way to only triggered this kind of rule if the primary action is comment? like Service desk automation has.
What im trying to solve is that I want to transition issues on comments, but also want to make it possible to only send an update to the customer without triggering a transition rule.
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