How can I get issue status to change after customer comments or replies via email

[Jack Howard]

I am 99% sure this happened originally on the default workflow etc, but various edits to work flows and screen schemes must have kicked it off.

I want to get the status of an issue to automatically revert back to 'waiting for support' when the customer replies or comments on an issue. 

Currently, you reply to a customer, and then have to change the status... 2 jobs! It is minimal extra work but sometimes it gets forgotten, and also the customer gets two notifications - 1 for comment and 1 for status change, which can be a bit confusing for them. Some of my team have been visiting each ticket to check for a comment from the customer, because the status has not changed!

Surely I can get it to do this without an automation? 

[Dirk Ronsmans]

Hi @Jack Howard ,

Believe it or not but this is actually an out of the box (legacy) automation rule. So perhaps those are disabled or you cleaned them ?

Can you check under your automation rules (possibly under legacy automation) that there is no such rule disable?

In my out of the box instance this is the following:

If not, I can provide you with the details of the rule.

edit: as Jack mentions, changes to your workflow could be preventing this transtion from happening right now with the current settings.

[Jack Howard]

Thanks @Jack Brickey @Dirk Ronsmans I found this in Legacy Automation, not been in there before!

I found that it was erroring on the 'if issue matches....' and also on the 'then transition to...' steps.

Going to take some working out but will have to rebuild!

Thanks again

[Dirk Ronsmans]

Well it used to be called just ‘Automation’ but then they added the now ‘Automation’ and renamed the old one to legacy automation. 

If you are stuck on the rewrite feel free to reach out again!

[Jack Howard]

Thanks @Dirk Ronsmans 

I have successfully done the rewrite, except now it shows in the activity history on each issue, that a user has made this change. Is that normal? 

I have gone to options, 'run rule as', and then selected user who triggered rule. 

I'm sure this wasn't how it ran before... I may be wrong. 

[Dirk Ronsmans]

Hey @Jack Howard ,

thats all normal. A rule will always execute as a user. Either you can specify a user or like you did set it as the user who performed the action that triggered the rule. 

[Jack Brickey]

In fact Automation is precisely what makes this work in JSM. Please inspect your current rules especially under Legacy Automation for an existing rule. Given your point about previously working I suspect the workflow changes may have broken the rule.