I would like to create a rule in Project Automation where when a Jira SD agent creates a public comment the WF will transition to "waiting on customer" which will suspend the SLA clock. The "Waiting on customer" status in already in SLA to pause the clock.
Hi Rob, you can easily do this with native automation. As a matter of fact, this rule comes pre-configured when you select the workflow associated to Service Desk projects
1 - Go to Automation
2 - Select "Add rule"
3 - Select "Transition on comment"
That should provide you with a rule that you can customize
Hi Rob, I think that would work.
Just ensure in your workflow that you're using the same transition from both "Open" and "work in progress" to the desired state.
You'll notice the automation has a log, so you can easily create a ticket and test if it transitions as expected.
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