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Attachment count as reply?

Chris
Contributor
July 27, 2023

Does an attachment from a customer (without a written response) count as a reply? I have an automation that should update the status based on customer reply, but if they don't write anything and include an attachment...should that count as a reply?

In this case, my automation was not triggered, presumably because the customer did not write anything. I feel that it should have triggered, but I'm more interested in the expected behavior. 

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Ste Wright
Community Champion
July 29, 2023

Hi @Chris 

This is what I did:

  • Created a rule which was triggered by a public (customer comment)
  • Added an attachment, via the comment field on a pre-existing ticket, from the request portal (i.e customer view)
  • The attachment was an image

^ Is that what you're doing? Because when I did it, the automation rule still triggered.

If it's not the same steps to reproduce, can you provide these? If it is, can you provide us more details about the automation rule?

Ste

Chris
Contributor
July 31, 2023

That's basically it. I'm seeing it fail sometimes and succeed others. In this situation, it's a legacy automation, so there's not much information in the log beyond success or failure. It's disappointing that the documentation doesn't make a note of the expected behavior in this case. 

Ste Wright
Community Champion
July 31, 2023

Hi @Chris 

Legacy automation doesn't get much support, could you move it to the new Automation option, and see if that helps?

Ste

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