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How do I change the status automatically when i respond to the customer

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...

1 answer

You can use automation rules easily enough,

Rule details

When: Issue commented

Rule is run when a comment is added to an issue.

If : Initiator is

  • user who triggered the event
  • user is
  • <type your name>


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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