Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How to automate pending support to pending customer in jira service managementerror


Hi team,

I am currently working on Jira service management automation : 

Transitioning from pending Support to Pending customer.

so the situation is if the internal worker comments on the comment section it should be in pending support but shouldn't transition to pending customer.

When the customer comment on the comment section it should move from pending customer to pending support

The error and workflow is added in the below:


could you please help me out.



Why do you have the first if-condition? In my opinion it is not necessary?

Maybe there is a problem because you try to do a transition in the same status.

The Service Management Automation Transition does is not set to "Respond to Support" when the Customer creates a Comment.




Log in or Sign up to comment
Community showcase
Published in Jira Service Management

Known problems with customer accounts

The purpose of this post is to help people identify and resolve some of the most common problems that affect customer accounts in JSM projects.   1. Customers can't see their own requests in...

388 views 3 17
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you