Automation to change status every time service desk customer adds a comment

[Dominik]

I have an Automation to change the status from "Waiting for Customer" to "In Progress" if a service desk customer adds a comment to the issue.

This works. But when I ask a question to the customer and put it manually back to "Waiting for Customer", the status does not change if the customer adds a new comment to the issue.

The goal would be to have the status automatically changed every time to "In Progress" when the issue is in "Waiting for Customer" and the customer adds a comment, not just the first time.

Any hints?

[Neil Fletcher · Accepted solution]

Hi @Dominik 

Here's a rule I use, you might be able to adapt it to suit.

Basically, if the status has been set to Pending or Completed, then a Customer adds a new comment, it updates the status to Work in Progress and adds a new comment

[Dominik]

@Neil Fletcher Adapting it to my needs is working. Every time and not just once, also when manually going back to "Waiting for customer". That's great.

But I assume that if I'm making a comment, it's triggering the automation as well. So I have to limit it to customers only.

[Neil Fletcher]

Try adding a user condition that looks for users in customer group aswell

[Jakub Koc]

Hi Dei,

In Jira you already have a legacy automation which would do the thing for you,

Only thing you would have to change is status of your transition as default works on 'waiting for customer' and 'waiting for support' .

[Dominik]

@Jakub Koc Sorry, I don't find it. What's the name of the automation?

[Jakub Koc]

Hi Dei,

It's 'Comment updates reply status' .

Just to mention, if agents are also creating tickets, you might need to adjust that automation a little.

[Dominik]

Agents don't have to create Tickets, but thanks!

[Chad Fedie]

I use this legacy automation template but have issue whenever an agent comments twice in a row without any end user comment in between. If the status is waiting for customer and I comment twice before the end user does, that second reply will move it to waiting for support. Anyone else have this issue?