Transition a comment with automation when a customer responds

[Katy Watson]

Hi,

we are looking to transition a comment with automation when a customer responds on Jira Service management cloud with Jira Automation. 

Can anyone help with the triggers, conditions please. i cant seem to get this working like it did on legacy automation when we where on jira server. 

[Stefan Salzl]

Hi @Katy Watson 

I‘m not quite sure if I could follow:

what exactly do you mean wirh „transition a comment“? Or did you mean transition a ticket when a customer comments on an issue?

Best
Stefan

[Katy Watson]

Hi Stefan, 

I did mean transition a ticket when a customer comments. 

we want to have a waiting for customer status that when a customer comments on the ticket it transitions to Waiting for support

katy